support engineer

No description

• Monitor the IT support platform during the full night shift, including incoming tickets, requests, alerts, incidents, and notifications;
• Acknowledge and respond to requests in a timely manner according to SLA requirements;
• Perform initial analysis, validation, and troubleshooting before escalation;
• Prioritize issues based on urgency, business impact, affected users, and operational risk;
• Assign, update, and follow up on tickets until they are resolved, closed, or properly handed over;
• Add clear internal comments, investigation notes, updates, and next steps to tickets;
• Escalate issues to the appropriate IT support specialist, infrastructure engineer, network engineer, security specialist, vendor, or system owner;
• Monitor open, unassigned, and In Progress tickets to ensure active follow-up;
• Handle and follow up on onboarding, offboarding, procurement, access, infrastructure, security, and vendor-related tickets;
• Monitor and react to issues related to IT support, access, VoIP, RDP, VPN, remote access, networking, infrastructure, systems, domains, vendors, and security alerts;
• Maintain ownership of escalated cases until responsibility is accepted by the appropriate person or team;
• Provide clear handover notes for unresolved or ongoing cases at the end of the shift;
• Identify recurring issues, critical incidents, or monitoring gaps and flag them to the relevant IT owner.

• 2–3 Years of experience in IT support, service desk, systems support, network support, or a similar technical role in a corporate environment;
• Strong troubleshooting skills across hardware, Windows, user devices, and common enterprise applications;
• Experience with ticketing systems, support platforms, incident management tools, and SLA-based workflows;
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP;
• Experience troubleshooting VoIP systems, softphones, telephony platforms, SIP-related issues, headset issues, and call quality problems;
• Experience with RDP, VPN connectivity, remote access tools, and remote user support;
• Knowledge of VPS environments, hosting, domains, DNS records, and infrastructure monitoring;
• Ability to investigate infrastructure, system, vendor, network, and security notifications;
• Understanding of endpoint protection tools, security alerts, and suspicious activity escalation;
• Experience managing access-related requests, account issues, permissions, password resets, MFA issues, and onboarding/offboarding support;
• English B2;
• Nice to have: Experience in NOC, SOC, infrastructure monitoring, or night-shift support operations, familiarity with Vsphere, VPS monitoring, server health checks, backup alerts, and system availability monitoring, experience with CrowdStrike/Falcon or similar.

• No conditions specified