Technical Support Engineer

Job Summary

The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and maintenance support for integrated IT systems, infrastructure, and solutions deployed at client sites. This role ensures optimal system performance, minimal downtime, and high customer satisfaction by resolving technical issues efficiently and professionally.

Key Responsibilities

1. Technical Support & Troubleshooting

• Provide L1/L2 support for hardware, software, and network systems.

• Diagnose and resolve technical issues related to servers, storage, networking devices, security systems, and applications.

• Perform root cause analysis and implement corrective actions.

• Escalate complex issues to vendors or higher-level support teams when required.

2. System Implementation & Integration Support

• Assist in installation, configuration, and commissioning of IT infrastructure solutions.

• Support integration of multiple systems (servers, firewalls, switches, applications, etc.).

• Conduct system testing, validation, and user acceptance testing (UAT).

• Ensure deployed solutions align with project specifications and client requirements.

3. Maintenance & Monitoring

• Perform preventive and corrective maintenance.

• Monitor system performance, backups, and security logs.

• Apply patches, firmware upgrades, and system updates.

• Ensure SLA compliance.

4. Client Support & Communication

• Provide onsite and remote technical support to clients.

• Maintain clear documentation of incidents, service reports, and resolutions.

• Communicate technical information to non-technical stakeholders.

• Provide user training where required.

5. Documentation & Reporting

• Prepare technical documentation, network diagrams, and configuration records.

• Maintain asset inventory and service logs.

• Submit daily/weekly/monthly service reports.

Technical Skills

• Operating Systems: Windows Server, Linux

• Networking: TCP/IP, VLAN, Routing & Switching, VPN

• Hardware: Servers, storage systems, desktops, networking devices

• Virtualization: VMware / Hyper-V

• Security: Firewalls, endpoint protection

• Backup solutions