Technical Support Engineer
Job Summary
The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and maintenance support for integrated IT systems, infrastructure and solutions deployed at client sites. This role ensures optimal system performance, minimal downtime, and high customer satisfaction by resolving technical issues efficiently and professionally. You must be comfortable in performing frequent field support on a day-to-day basis.
Key Responsibilities
1. Technical Support & Troubleshooting
Provide L1/L2 support for hardware, software, and network systems.
Diagnose and resolve technical issues related to servers, storage, networking devices, security systems, and applications.
Perform root cause analysis and implement corrective actions.
Escalate complex issues to vendors or higher-level support teams when required.
2. System Implementation & Integration Support
Assist in installation, configuration, and commissioning of IT infrastructure solutions.
Support integration of multiple systems (servers, firewalls, switches, applications, etc.).
Conduct system testing, validation, and user acceptance testing (UAT).
Ensure deployed solutions align with project specifications and client requirements.
3. Maintenance & Monitoring
Perform preventive and corrective maintenance.
Monitor system performance, backups, and security logs.
Apply patches, firmware upgrades, and system updates.
Ensure SLA compliance.
4. Client Support & Communication
Provide onsite and remote technical support to clients.
Maintain clear documentation of incidents, service reports, and resolutions.
Communicate technical information to non-technical stakeholders.
Provide user training where required.
5. Documentation & Reporting
Prepare technical documentation, network diagrams, and configuration records.
Maintain asset inventory and service logs.
Submit daily/weekly/monthly service reports.
Technical Skills
Operating Systems: Windows Server, Linux
Networking: TCP/IP, VLAN, Routing & Switching, VPN
Hardware: Servers, storage systems, desktops, networking devices
Virtualization: VMware / Hyper-V
Security: Firewalls, endpoint protection
Backup solutions