Job Summary We are seeking a reliable and hands-on IT Support Engineer to provide day-to-day technical support and help maintain a stable, secure IT environment across multiple offices. This role serves as both first- and second-line support and plays a critical part in ensuring smooth business operations. Key Responsibilities • Provide daily IT support for end users (laptops, desktops, printers, basic software) • Manage and resolve support tickets with proper documentation and user follow-up • Set up and configure new devices in line with company standards • Support Microsoft 365, email, VPN, shared folders, and Windows OS issues • Assist with user account management and access control • Support and troubleshoot network infrastructure (switches, routers, Wi-Fi, firewalls) • Monitor network performance and report issues • Perform cabling, patching, labeling, and maintain IDF/MDF racks when required • Support VLAN configuration and basic Windows Server tasks (AD, DNS, DHCP) under supervision • Assist with CCTV, PBX/VoIP systems, and UPS checks • Maintain accurate IT documentation, network diagrams, and asset records Key Performance Indicators (KPIs) • Average Time to Resolution • User Satisfaction Score • First Call Resolution Rate • Incidents per Network Device • Configuration Error Rate (VLAN / Server) Qualifications & Experience • 1–3 years of experience in an IT Support or similar role • Diploma or Bachelor’s degree in IT / Computer Science • Solid understanding of networking fundamentals (TCP/IP, VLAN, VPN) • Hands-on experience with Windows 10/11, Microsoft 365, and networking devices (Mikro Tik, Cisco, Aruba) • Strong troubleshooting, communication, and multitasking skills Preferred Qualifications • Certifications or progress toward MTCNA, Comp TIA Network+, or CCNA • Exposure to Windows Server (Active Directory, DNS, DHCP) • Experience with VoIP/PBX systems (preferably Grandstream) • Knowledge of Share Point permissions and file structures • Experience supporting multi-branch or multi-site environments • Strong documentation and diagramming skills