We are seeking a proactive IT Support Engineer to provide end-user technical support while maintaining the organization's IT infrastructure, networks, and systems. The role includes troubleshooting hardware, software, and network issues, administering Windows servers, Active Directory, Fortinet firewalls, VPNs, and IT assets, as well as ensuring the reliability of IT infrastructure and security.

The successful candidate will also manage technical documentation, support ISO compliance requirements, and work closely with vendors to deliver efficient, secure, and high-quality IT services.

Responsibilities

End User Support

Provide Level 1 & Level 2 technical support for hardware, software, and network-related issues

Install, configure, and troubleshoot Windows and MacOS operating systems

Support Microsoft Office, business applications, printers, scanners, and peripheral devices

Resolve user incidents promptly and maintain high service quality

Maintain IT support tickets and document issue resolutions

Network & Security Administration

Configure, maintain, and troubleshoot LAN, WAN, and wireless networks

Administer and monitor Fortinet FortiGate Firewall

Configure and support FortiClient VPN for remote users

Monitor network performance and perform preventive maintenance

Coordinate with ISPs and external vendors on network-related issues

Server Administration

Manage and maintain Microsoft Windows environment

Administer Active Directory, Group Policy, DNS, DHCP, and file sharing services

Perform server health monitoring, system updates, backup, and recovery

Support virtualization environments where applicable

IT Infrastructure

Maintain CCTV surveillance systems

Support IP telephony and meeting room AV equipment

Install and maintain structured cabling, switches, wireless access points, and networking devices

Ensure IT infrastructure availability and reliability

IT Asset Management

Manage the complete lifecycle of IT assets, including procurement, inventory, deployment, maintenance, and disposal

Maintain accurate hardware and software asset records

Ensure software licensing compliance

Conduct periodic asset verification and stock audits

Documentation

Develop and maintain IT documentation, standard operating procedures (SOPs), technical manuals, and asset records

Maintain accurate documentation for network diagrams, server configurations, and disaster recovery procedures

Support ISO management system (e.g., ISO 27001, ISO 9001) by maintaining IT documentation, SOPs, and audit records

Requirements

Education

Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information systems, or a related discipline.

Experience

Minimum 2 years of hands-on experience in IT support, system administration, or Infrastructure support.

Experience supporting enterprise IT environments is preferred.

Technical Skills

Strong knowledge of:

Microsoft windows 10/11

MacOS operation system

Windows Server/Hyper-V/VMware

Active Directory

DNS, DHCP, Group Policy

Microsoft 365

Fortinet FortiGate Firewall

FortiClient VPN

TCP/IP, LAN/WAN, VLAN, Wi-Fi

CCTV systems

Network switches and wireless access points

Backup and disaster recovery

IT Asset Management