Provide second-level technical support for escalated user and infrastructure issues.
Troubleshoot Windows workstations, business applications, printers, connectivity problems, and system-performance issues.
Diagnose and resolve hardware, software, network, user-account, and access-permission issues.
Administer and support Microsoft 365 services, including Outlook, Exchange Online, OneDrive, SharePoint, Teams, user accounts, licenses, and permissions.
Support Active Directory, Group Policy, domain-joined computers, shared folders, security groups, user permissions, account lockouts, and password-related issues.
Configure, monitor, and troubleshoot Fortinet solutions, including FortiGate firewalls, FortiClient VPN, firewall policies, NAT, VLAN interfaces, web filtering, application control, security profiles, and basic IPsec or SSL VPN connectivity.
Assist with troubleshooting network-routing, DNS, DHCP, VLAN, switch-port, internet-connectivity, and site-to-site communication issues.
Support managed switches, including basic VLAN configuration, access and trunk ports, PoE devices, uplinks, and connectivity troubleshooting.
Assist with Hyper-V or VMware virtual environments, including virtual-machine deployment, monitoring, snapshots, virtual networking, resource allocation, and basic troubleshooting.
Assist with system deployments, software installations, operating-system updates, patching, backups, restores, and scheduled IT maintenance tasks.
Monitor backup jobs and investigate basic backup failures using platforms.
Perform workstation and server health checks, review logs, identify recurring incidents, and escalate complex issues when necessary.
Coordinate with senior engineers, internet service providers, software vendors, and external support partners when required.
Document technical solutions, incident resolutions, system changes, network configurations, and support procedures.
Guide and assist Level 1 support team members with troubleshooting, ticket escalation, documentation, and technical best practices.
Maintain accurate records of IT assets, assigned equipment, software licenses, warranties, and support activities.
Follow company security policies, change-management procedures, backup standards, and access-control requirements.

Desired Candidate Profile

* Degree or diploma in IT, computer science, or a related field

At least 3 5 years of experience in IT support or systems and network administration

Strong knowledge of Windows environments and user support

Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN

Experience with Microsoft 365 and Active Directory

Strong troubleshooting, communication, and documentation skills

Ability to work independently and manage multiple support requests