Job Description
The IT Engineer provides comprehensive IT support, addressing both frontline user issues and complex technical challenges in a dynamic IT environment. This role delivers exceptional end-user support, resolves escalated system and network issues and maintains critical infrastructure, including Dell servers, Hyper-V virtual machines, Sophos/FortiGate firewalls, and Microsoft 365. The ideal candidate is proactive, adaptable, and skilled in troubleshooting hardware, software, and network issues while ensuring operational efficiency.

Key Responsibilities:

• (Frontline User Support):Respond to end-user tickets via Freshdesk, resolving issues with Dell PCs, MacBook Pro, iPads, Windows (10/11 Pro), macOS, and applications such as Microsoft 365, Zoom, Teams, and Google Chrome.Troubleshoot basic hardware, software, and connectivity issues, including NEC phone systems, Hikvision CCTV, Fujifilm copiers, and Sonos speakers.Provide remote assistance using TeamViewer and AnyDesk for tasks like password resets, Microsoft 365 email setup (including POP3), and Sophos Connect SSL VPN configuration.Educate users on tools like SharePoint Online and best practices for secure application use.
• (Advanced Technical Support): Handle escalated issues for Dell physical servers, Hyper-V VMs (~10), Synology, NAS and network infrastructure (Aruba InstantOn switches, Ruckus wireless, Sophos XGS/FortiGate firewalls).Diagnose and resolve complex issues on Windows Server (2016/2019/2022) and Linux, ensuring system stability.Configure and troubleshoot site-to-site IPsec VPNs, SSL VPNs, and network connectivity.Perform root cause analysis for recurring issues and document solutions in Freshdesk to enhance team knowledge base.
• System Administration: Manage Active Directory, Group Policies, and Hyper-V virtualization environments for optimal performance.Administer Synology NAS, Veeam Backup & Replication 12, Backblaze, and Synology Active Backup for Business (ABB) for server and PC backups.Deploy patches using Action1 and maintain security with Sophos antivirus across endpoints.Monitor network and system performance using Zabbix, ensuring uptime and proactive issue resolution.
• Project and Asset Management: Assist in deploying new hardware (e.g., Dell servers, Sophos/FortiGate firewalls) and software upgrades (e.g., Microsoft 365, SharePoint Online).Track IT assets using SnipeIT and contribute to disaster recovery planning and testing with Veeam/Backblaze.
• Compliance and Security:Ensure compliance with organizational security policies and industry standards, maintaining Sophos antivirus, firewall configurations, and secure access to VPNs and email services.Monitor for security issues using Zabbix and Sophos tools, reporting and addressing potential threats promptly.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience: 2 to 3 years in IT support, with experience in both (end-user support) and (system/network administration) roles.Hands-on experience with Hyper-V, Windows Server, Linux, Sophos/FortiGate firewalls, and Microsoft 365.Familiarity with backup solutions (Veeam, Synology ABB) and network monitoring (Zabbix).
• Technical Skills: Proficiency in managing Hyper-V, Active Directory, SQL Server 2019 and mixed Windows/macOS environments.Knowledge of networking (TCP/IP, VLANs, VPNs) and devices (Aruba, Ruckus, Sophos XGS, FortiGate).Experience with backup tools (Veeam, Backblaze) and helpdesk systems (Freshdesk).Basic scripting skills (PowerShell, Bash) are a plus.
• Certifications (Preferred): CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, Sophos Certified Engineer or equivalent.
• Soft Skills: Excellent problem-solving and customer service skills for diverse technical and non-technical audiences.Strong communication and ability to prioritize tasks in a fast-paced environment.Team-oriented with the ability to work independently when needed.

Working Conditions:

• Occasional on-call availability for critical issues such as server outages or network disruptions.
• Ability to lift/move IT equipment (up to 50 lbs), including Dell servers, as needed.

• (Frontline User Support):Respond to end-user tickets via Freshdesk, resolving issues with Dell PCs, MacBook Pro, iPads, Windows (10/11 Pro), macOS, and applications such as Microsoft 365, Zoom, Teams, and Google Chrome.Troubleshoot basic hardware, software, and connectivity issues, including NEC phone systems, Hikvision CCTV, Fujifilm copiers, and Sonos speakers.Provide remote assistance using TeamViewer and AnyDesk for tasks like password resets, Microsoft 365 email setup (including POP3), and Sophos Connect SSL VPN configuration.Educate users on tools like SharePoint Online and best practices for secure application use.
• (Advanced Technical Support): Handle escalated issues for Dell physical servers, Hyper-V VMs (~10), Synology, NAS and network infrastructure (Aruba InstantOn switches, Ruckus wireless, Sophos XGS/FortiGate firewalls).Diagnose and resolve complex issues on Windows Server (2016/2019/2022) and Linux, ensuring system stability.Configure and troubleshoot site-to-site IPsec VPNs, SSL VPNs, and network connectivity.Perform root cause analysis for recurring issues and document solutions in Freshdesk to enhance team knowledge base.
• System Administration: Manage Active Directory, Group Policies, and Hyper-V virtualization environments for optimal performance.Administer Synology NAS, Veeam Backup & Replication 12, Backblaze, and Synology Active Backup for Business (ABB) for server and PC backups.Deploy patches using Action1 and maintain security with Sophos antivirus across endpoints.Monitor network and system performance using Zabbix, ensuring uptime and proactive issue resolution.
• Project and Asset Management: Assist in deploying new hardware (e.g., Dell servers, Sophos/FortiGate firewalls) and software upgrades (e.g., Microsoft 365, SharePoint Online).Track IT assets using SnipeIT and contribute to disaster recovery planning and testing with Veeam/Backblaze.
• Compliance and Security:Ensure compliance with organizational security policies and industry standards, maintaining Sophos antivirus, firewall configurations, and secure access to VPNs and email services.Monitor for security issues using Zabbix and Sophos tools, reporting and addressing potential threats promptly