Technical Support Engineer (Hybrid Work Setup)

PURPOSE/ OVERVIEW

The Technical Support Engineer is responsible for managing and maintaining company resources, including computers, servers, network infrastructure, peripherals, software, and licenses. This role involves building and configuring networks from scratch, ensuring robust security, and maintaining system availability. The engineer should be proficient in managing in-house servers, firewalls, file servers, and AWS services such as EC2, RDS, S3, IAM, and other essential AWS offerings. Additionally, the Technical Support Engineer is expected to set up operating systems and software as required by specifications, manage accounts used by users or the company on external services, create policies to enforce proper usage of company assets, improve practices to ensure security, and provide essential support to users by troubleshooting issues related to hardware, software, and network services across the organization.

RESPONSIBILITIES

• Manage and maintain company hardware resources, including computers, printers, servers, network devices, and peripherals.
• Manage and maintain company software and licenses, ensuring compliance and availability.
• Design, build, and configure network infrastructure from the ground up, ensuring security and optimal performance.
• Setup, configure, and maintain both cloud servers (AWS) and on-premises systems (firewalls, file servers, etc.).
• Install and configure software based on technical specifications and organizational needs.
• Ensure the security and availability of all systems, networks, and data.
• Manage and monitor accounts used by users or the company on external services, ensuring they are secure and reporting promptly on their status.
• Provide technical support to end-users, resolving hardware, software, and network service issues promptly.
• Maintain and monitor database systems
• Use remote desktop connections and other tools to troubleshoot and resolve technical problems.
• Develop and implement policies to enforce proper usage of company assets and improve security practices.
• Keep track of asset usage, security measures, and compliance with established policies.
• Collaborate with internal teams to escalate unresolved issues and ensure timely resolutions.
• Prepare and maintain accurate reports on system status, user support activities, asset management, license tracking, and account monitoring.
• Document technical procedures, configurations, troubleshooting steps, and policy guidelines.

REQUIREMENTS

• Bachelor’s degree in IT, Computer Science, or related field.
• Proven experience in network design, configuration, and security.
• Proficiency in managing both in-house servers and AWS services, including EC2, RDS, S3, IAM, and other AWS essentials.
• Experience in managing hardware, software, licenses, and external service accounts.
• Experience in setting up and configuring software according to specifications.
• Ability to create and enforce policies for asset usage and security.
• Experience in managing and troubleshooting hardware and software issues and proactive in providing client service solutions
• Knowledgeable in orchestration or automation tool
• Knowledgeable in using and implementing backup tool technologies for endpoints and servers
• Knowledgeable in monitoring tools or log correlation tools
• Enthusiastic about open source technologies
• Strong analytical and problem-solving skills.
• Excellent communication skills in English, both oral and written.
• Ability to work independently and as part of a team.
• Strong work ethic with a focus on meeting deadlines and delivering high-quality service.

PREFERRED QUALIFICATIONS

• Certifications in relevant technologies (e.g., CompTIA Network+, Cisco CCNA, AWS Certified Solutions Architect).
• Experience with ITIL framework or other IT service management methodologies.
• Knowledge of advanced network security principles and practices.