IT Support Engineer

Job Title: IT Support Engineer

Location: Bangladesh Office

Department: IT/IT Support Engineer

Reports To: IT Manager

Employment Type: Full-Time

Job Summary:

We are looking for a skilled and customer-oriented IT Technical Support to provide technical assistance to users across the organization and clients. This role involves installing, configuring, and maintaining hardware and software, resolving IT issues, and ensuring smooth day-to-day operation of end-user systems.

Key Responsibilities:

• Provide first and second-level technical support to end users via in-person, phone, email, or remote tools.
• Troubleshoot and resolve hardware (desktops, laptops, printers) and software (Windows OS, MS Office, business applications) issues.
• Install, configure, and maintain desktop and laptop systems, including imaging and deployment.
• Maintain and troubleshoot network connectivity (LAN, Wi-Fi, VPN) and assist with network-related issues.
• Manage and track IT assets, including hardware inventory and software licenses.
• Set up and maintain user accounts, email configurations, and access rights in Active Directory/Office 365.
• Support remote users and resolve issues related to remote access tools (VPN, RDP, etc.).
• Install and update Intune endpoint security solutions.
• Coordinate with vendors for hardware repairs and replacements.
• Document technical procedures, FAQs, and troubleshooting steps.
• Assist with IT infrastructure upgrades and projects as needed.
• Ensure compliance with IT security policies and standards.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5-6 years of experience in IT technical support.
• Strong knowledge of Windows OS (Windows 10/11), MS Office Suite, and common desktop applications.
• Hands-on experience with Active Directory, Exchange, and Office 365 administration.
• Familiarity with ticketing systems.
• Good understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to multitask and manage priorities in a fast-paced environment.

Preferred Qualifications:

• Certifications such as CompTIA A+, Microsoft MCSA, or ITIL Foundation.
• Experience with Mac OS, or mobile device management (MDM) is a plus.
• Familiarity with ITIL practices and documentation.