- Company Name
- Consortium Professional Recruitment
- Job Title
- Senior IT Support Engineer
- Job Description
-
**Job title**
Senior IT Support Engineer
**Role Summary**
Deliver high‑level technical support to a diverse user base across multiple sites, ensuring reliable, secure, and efficient operation of company technology. Act as the primary escalation point for complex issues and lead troubleshooting, maintenance, and improvement initiatives.
**Expectations**
• Demonstrate strong problem‑solving and analytical skills to resolve advanced hardware, software, and network problems.
• Serve as a knowledge hub for the internal IT team and provide mentorship to junior staff.
• Maintain documentation, knowledge base articles, and escalation protocols.
**Key Responsibilities**
1. Provide tier‑2/3 support for desktop/laptop hardware, operating systems (Windows, macOS, Linux), and peripheral devices.
2. Troubleshoot software applications, network connectivity, VPN, and remote access issues.
3. Manage and resolve IT tickets via a ticketing system, ensuring SLA compliance.
4. Apply security patches, perform system health checks, and enforce data‑protection policies.
5. Coordinate with other departments to implement new technology deployments and upgrades.
6. Create and maintain detailed troubleshooting guides and knowledge‑base documentation.
7. Mentor and train junior support staff on troubleshooting techniques, customer service, and best practices.
**Required Skills**
- Advanced troubleshooting and diagnostic tools (e.g., event logs, performance monitoring).
- Proficiency with Windows Server/Active Directory, standard office suites, and collaboration tools.
- Solid understanding of TCP/IP, DNS, DHCP, VPN, wireless, and LAN/WAN concepts.
- Familiarity with endpoint protection, backups, and disaster‑recovery procedures.
- Strong communication skills, both written and verbal, with the ability to explain technical issues to non‑technical users.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified IT Professional, or similar).
- Willingness to pursue additional certifications as needed.