We are looking for a skilled and proactive Technical Support Engineer / Service Desk Analyst with a fair understanding of ITIL framework and experience in providing end-to-end IT infrastructure support. The ideal candidate will be responsible for delivering desktop support, managing customer infrastructure, and contributing to system reliability and performance through effective troubleshooting and monitoring.

Key Responsibilities

Provide Level 1/Level 2 technical support for end-users, ensuring quick resolution of hardware, software, and network-related issues.

Support desktop/laptop configuration, software installation, and troubleshooting.

Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM.

Handle incident tickets using ticketing tools like ServiceNow or Remedy.

Assist in network troubleshooting using basic tools and commands (ping, tracert, netstat).

Perform basic IP addressing and network diagnostics; familiar with show commands on routers and switches.

Support infrastructure monitoring and event management.

Contribute to IT security operations including basic threat hunting and incident response.

Work with SIEM tools such as QRadar, LogRhythm, or Splunk.

Participate in storage and backup operations, including understanding RAID, SAN, and backup tools.

Perform basic server administration tasks, such as OS backup, file sharing, and system security.

Support database-related activities including basic SQL queries and relational database concepts.

Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting.

Technical Skills

Networking:

Basic understanding of IP addressing and network concepts

Familiarity with routers and switches (basic commands)

Hands-on with troubleshooting tools: ping, tracert, netstat, etc.

Exposure to network monitoring tools (Nagios, Cacti, SolarWinds)

Security:

Understanding of cyber security incident response

Exposure to SIEM tools (QRadar, LogRhythm, Splunk)

Awareness of threat intelligence and OSINT tools

Servers:

Basic system administration (backup, file sharing, user security)

Exposure to monitoring tools (SCOM, Nagios, New Relic)

Storage & Backup:

Knowledge of backup and restore operations

Familiarity with RAID, SAN, and storage monitoring tools

Understanding of backup appliances and tape libraries

Database:

Basics of SQL and relational databases

Familiarity with database tools (MySQL, Postgres, MS Access)

Understanding of normalization, indexing, triggers

End-User Computing:

Hands-on with endpoint support and remote tools

Proficiency in MS Office and browsers

Basic troubleshooting for desktop environments

Preferred Qualifications

Fair understanding of the ITIL framework

Strong communication and customer service skills

Ability to work independently and prioritize tasks

Relevant certifications (CompTIA, ITIL, CCNA, etc.) are a plus