Support Engineer

• Provide front-line support to users, identifying and resolving hardware, operating system, application, and network issues.
• Deliver in-person and remote support for end-user devices and applications.
• Document incidents and requests in the ticketing system with detailed status updates.
• Complete assigned tickets and escalate when appropriate.
• Maintain IT documentation, ensuring knowledge base accuracy.
• Assist with system performance improvements, equipment maintenance, and upgrades.
• Support setup and troubleshooting of peripherals including printers and scanners.
• Manage file and folder permissions and assist with data migrations and device decommissioning.
• Participate in business continuity and disaster recovery planning and testing.
• Maintain an accurate inventory of hardware, software, and licenses.
• Provide regular status updates to the Director, IT & Security Officer.
• Support endpoint security tools (e.g., anti-virus/XDR, MFA, mobile device security).
• Assist in patch management, vulnerability remediation, and security incident response.
• Help monitor and respond to IT security alerts under the guidance of the Manager, IT & Security Analyst.
• Participate in security awareness and compliance initiatives.
• Grow into advanced Level 3 troubleshooting (e.g., servers, networking, cloud services) and security operations.

Technical Support Analyst

Technical Support Manager

Technical Support Associate

Senior Production Support Developer – Senior Software Developer, Oracle ERP, Financial Systems