IT Support Engineer

Serve as the primary IT contact and manage user support

• Act as the first and main point of contact for all IT-related requests
• Help users describe their issues clearly and gather necessary details when escalating to other IT specialists
• Receive, prioritize, and resolve support requests via ticketing system or direct communication
• Communicate clearly and efficiently with users of various technical levels
• Document recurring issues and maintain a lightweight internal knowledge base
• Build and maintain user trust by delivering fast, friendly, and effective IT assistance
• Manage and optimize the entire IT support process

Resolve on-site and remote users issues with workstations and software

• Set up and maintain user workstations (primarily Windows, occasionally macOS)
• Install, update, and troubleshoot desktop or SaaS software
• Assist users with issues related to email, resource access, file storage, office tools, collaboration and communication software
• Troubleshoot and assist with the use of digital certificates, document signing, and encryption software and similar business related activities
• Proactively suggest alternative tools or workflows when existing ones are insufficient
• Investigate unfamiliar issues and provide practical, scalable solutions

Maintain and improve office IT equipment and core systems

• Create and manage user accounts and permissions across various systems (AD, MS365, PBX, NAS, collaboration systems, etc.)
• Administer and support Microsoft 365 (spam filtering, mailbox recovery, mail flow issues)
• Configure and manage Group Policies in Microsoft Active Directory
• Install, connect, and maintain office hardware (PCs, monitors, printers, phones, etc.)
• Purchase and update IT equipment, including pickup or delivery as needed
• Handle basic networking: run and terminate cables, patching, connecting routers/switches