Provide first-line technical support and ensure the efficient resolution of IT-related issues for clients
Respond to tickets, calls, and emails via PSA tools (ConnectWise / Autotask)
Provide remote and onsite support to end-users
Troubleshoot hardware, software, and network issues
Manage and resolve service requests and incidents
Follow up on tickets and ensure SLA compliance
Escalate issues appropriately with full documentation
Create, manage, and maintain Active Directory & Azure AD users, Group Policies, User permissions and access controls
Support and administer Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Email systems, archiving, and spam filtering
Install, configure, and maintain workstations, servers, and operating systems, network devices (routers, switches, firewalls), printers, scanners, and peripherals
Support VoIP and telephony systems
Monitor systems using RMM tools (Datto / Kaseya / NinjaOne)
Implement and support endpoint protection (Sophos), Firewalls and security systems, Intrusion detection/prevention systems
Perform and monitor data backups (Veeam / Datto) and disaster recovery planning and testing

Requirements

Minimum a bachelor’s degree in Computer Sciences or related technology
Minimum 1 year of experience as a System Engineer, IT support, service desk, or a related technical support role
Strong English communication skills (written and verbal)
Excellent multitasking and time management abilities
Strong analytical and problem-solving skills
Team player with a collaborative mindset
Friendly, professional, and customer-oriented attitude
Proactive, reliable, and hardworking attitude
**Certifications (Preferred):**
Sophos Certified
MCP (Microsoft Certified Professionals)
**Technical Expertise:**
Microsoft Office 365 Administration and Support
Windows Server environments
Active Directory management tools
Virtualization (Hyper-V)
Cloud server environments
Ticketing systems (e.g., Autotask or similar)
VoIP systems
Networking fundamentals (DNS, DHCP, TCP/IP)
Remote support tools (VPN, RDS, etc.)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingActive DirectoryAzure ADMicrosoft 365endpoint protectiondata backupsdisaster recoverynetworking fundamentalsvirtualization

Soft Skills

communication skillsmultitaskingtime managementanalytical skillsproblem-solvingteam playercustomer-orientedproactivereliablehardworking

Certifications

Sophos CertifiedMCP