Summary/Objective
Job Description
We are seeking a highly skilled IT Support engineer to provide end-to-end IT support for head office and project locations, ensuring high availability of systems, networks, and applications used by sales, operations, and site teams.
Key Responsibilities
- Provide L1/L2 support for laptops, desktops, printers, networks, and Wi-Fi at office and project sites.
- Install, configure, and troubleshoot OS, VPN, MS Office/Google Workspace, antivirus, and business applications.
- Support core real-estate applications: Telephony system and e-signature tools.
- Troubleshoot networking issues (LAN/WAN, switches, routers, access points, firewalls) and ensure stable connectivity across locations.
- Assist in managing and monitoring on-prem and/or cloud servers (user access, basic health checks, backups, patches) with the infra team.
- Handle IT ticketing: log, prioritise, and resolve incidents within SLA; document root cause and resolutions.
- Coordinate with ISPs and IT vendors for internet, hardware, and server issues; track AMCs, invoices, and follow up for timely vendor payments.
- Maintain IT asset inventory (laptops, mobiles, dongles, licenses, networking devices) for all offices and project sites.
- Manage official mobile numbers and data SIMs: activation/deactivation, plan management, and mapping to employees/projects.
- Create/disable user accounts and manage access/roles for business applications in line with IT security policies.
- Support meeting rooms and sales galleries: display systems, video conferencing, demo setups, and basic AV troubleshooting.
- Adhere to and promote IT security and data protection practices across the organization.
Requirements
Qualifications & Skills:
- 13 years of IT support experience, preferably in real estate, multi-site, or retail environments.
- Good knowledge of Windows OS, basic Linux (optional), networking fundamentals, and standard office tools.
- Basic understanding of Windows Server, Active Directory, group policies, and file permissions.
- Familiarity with cloud platforms (Microsoft 365, Google Workspace, basic Azure/AWS concepts).
- Experience with IT ticketing tools (e.g., Jira, Freshservice, Zoho Desk, ServiceNow).
- Understanding of backup tools, antivirus/EDR solutions, and endpoint management.
- Ability to create simple SOPs, how-to guides, and user training material.
- Strong customer service orientation and ability to support non-technical users patiently.
- Strong problem-solving, communication, and time-management skills to handle multiple support requests.
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