Support Engineer

Role Overview

As a Support/Infra Engineer, you serve as the crucial bridge between first-line support and technical infrastructure teams. Your work is key in ensuring service continuity, strengthening IT security, and supporting infrastructure optimizations. This is a hands-on, on-site position requiring proactive problem-solving and technical excellence.

Key Responsibilities

• Provide second-line support for complex IT incidents beyond 1st-line capabilities.
• Monitor and maintain networks, servers, and platforms to ensure availability and security.
• Analyze logs and performance metrics to ensure optimal system/network operation.
• Collaborate with 1st, 2nd, and 3rd line support, as well as cross-functional departments.
• Contribute to continuous improvement of infrastructure configurations and system health.
• React to alerts and take proactive measures to prevent downtime.
• Document incidents, changes, and configurations in a structured and detailed manner.

Technical Skills

• Strong understanding of network protocols and infrastructure: WAN, LAN, VPN, 802.1X, firewalls.
• Experience with Windows, Linux, and Active Directory environments.
• Familiar with Microsoft 365, virtualization technologies (e.g., Hyper-V, VMware), and storage solutions.
• Proficiency in PowerShell scripting for automation.
• Experience with endpoint management, server configuration, and software deployment.
• Knowledge of cybersecurity best practices, patch management, and endpoint protection tools.

Soft Skills

• Strong communication and customer service skills, able to translate technical language for non-technical users.
• Calm and effective under pressure, able to prioritize tasks based on urgency and impact.
• Analytical mindset with strong root-cause analysis and troubleshooting abilities.
• Structured, detail-oriented, and a self-starter.
• Commitment to the company's core values: safety, responsibility, reliability, collaboration.

Preferred Experience

• Prior experience in IT infrastructure and cloud environments.
• Exposure to cybersecurity, firewall management, and network operations.