IT Support Engineer

The IT Support Engineer is a key member of the team responsible for ensuring the smooth operation of IT systems networks telephony and data-related services. This role provides technical support to both internal staff and clients resolving issues efficiently while delivering excellent customer service. The IT Support Engineer will leverage ticketing platforms and monitoring dashboards to manage requests track progress and ensure timely resolution. They will collaborate with teammates to expand their technical knowledge share best practices and contribute to a culture of continuous learning.

The ideal candidate will strive to resolve issues quickly escalate when necessary and proactively seek training opportunities to strengthen technical expertise. They will also contribute to knowledge sharing by facilitating one-on-one or group training sessions when they identify common challenges or solutions.

Essential Knowledge Skills and Competencies

To successfully perform in this role an individual must consistently demonstrate the following:

Purpose Driven

• Ability to diagnose issues based on gathered information from clients.
  

• Communicate attentively and patiently with clients and peers.
  

• Build strong trust-based relationships with staff customers and vendor partners.
  

Personalized Support

• Develop an in-depth understanding of client infrastructure processes and communication styles.
  

• Keep users informed of progress updates and resolutions in alignment with SLA standards.
  

• Maintain accurate documentation in client systems according to established procedures.
  

Tenacious Execution

• Respect time by efficiently troubleshooting and escalating issues when needed.
  

• Self-motivated and capable of prioritizing multiple issues at once.
  

• Actively pursue professional development through training and knowledge sharing.
  

• Thrive in a fast-paced deadline-driven environment with a solutions-oriented mindset.
  

• Embrace challenges and view setbacks as opportunities for growth.
  

Requirements

Requirements

The IT Support Engineer is expected to diagnose and resolve issues across a wide range of technologies including:

• Familiarity with network architecture protocols and standards.
  

• Knowledge of LAN/WAN environments.
  

• Understanding of network security protocols and procedures.
  

• Experience with VoIP solutions SIP hosting and trunking (Adtran EdgeMarc Netsapiens) is a plus.
  

• Troubleshooting of hardware software operating systems and end-user devices.
  

Benefits

Benefits

• Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
  

• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  

• Performance-Based Salary Increase: Enjoy a raise after regularization
  

• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  

• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  

• Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply
  

• Open for Full-Time and Part-Time opportunity