IT Support Engineer

"Tav Georgia" is announcing a vacancy for the position of IT Support Engineer.

We are looking for a motivated, responsible, and customer-oriented IT Support Engineer to join our IT team.

The main responsibility of the position is to provide daily technical support to employees, diagnose and eliminate technical problems, support computers and devices connected to the domain, as well as resolve user issues related to Microsoft 365 and Active Directory.

The position requires the ability to effectively diagnose and solve problems, good communication skills, and providing high-quality service to users.

Key Responsibilities:

• To provide first and second level IT support to employees on daily technical issues.

• To diagnose and troubleshoot problems with the following systems and devices:

• Windows workstations and laptops;

• Computers and devices connected to the domain;

• User accounts and authorization;

• Microsoft 365 services;

• Printers, scanners and other peripheral devices;

• Network connectivity and basic LAN/Wi-Fi issues;

• Software installation, configuration and troubleshooting;

• Audio/video and conference room equipment.

• To provide support to users on Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint and other Microsoft 365 applications.

• To support user issues related to Active Directory, including password recovery, account-related issues, access issues and diagnosing domain authorization problems.

• To provide technical support for employee onboarding/offboarding processes, including issues related to workstations and user accounts.

• To install, configure and support user computers, laptops, printers and other IT devices.

• To diagnose technical malfunctions and coordinate the process of repairing or replacing damaged devices.

• To resolve issues related to software installation, updates and usage.

• To diagnose basic network issues, including Ethernet, Wi-Fi, DNS and DHCP issues.

• To provide technical support for remote users.

• To properly document incidents, requests, devices and work performed.

• To escalate complex technical issues to relevant L2/L3, network, systems or cybersecurity teams.

• To comply with IT procedures, security policies and change management processes.

• To participate in IT projects, large-scale hardware deployments, software updates and other technical work as needed.

• To comply with information security requirements and work in accordance with the company's IT policy.

• To provide clear and professional communication to users about incidents, service disruptions and their resolution.

Required qualifications and skills:

• At least 2 years of work experience in IT support / Service Desk / IT Engineer position.

• Good knowledge of Microsoft Windows 10/11 operating systems.

• Practical experience in supporting computers connected to a Windows domain.

• Good knowledge of Active Directory and basic operations related to user accounts.

• Experience in supporting Microsoft 365 services and applications.

• Good skills in diagnosing problems with computer hardware, software, and peripheral devices.

• Experience in supporting printers, scanners, and other office peripheral devices.

• Basic knowledge of network technologies:
• TCP/IP;
• DNS;
• DHCP;
• Ethernet;
• Wi-Fi;
• Basic principles of VLAN.

• Experience in using remote support and troubleshooting tools.

• Ability to systematically diagnose problems and identify the root cause.

• Good verbal and written communication skills.

• Customer-oriented approach and ability to communicate effectively with users having different technical knowledge.

• Ability to manage multiple incidents and requests simultaneously based on priorities.

• Good organization and documentation skills.

• Ability to work independently and as a team.

Desired qualifications:

• Relevant Microsoft certifications, including Microsoft 365, Azure, or Windows.
• Experience working with Microsoft Entra ID and cloud-based identity services.
• Knowledge of Microsoft Intune / Microsoft Endpoint Manager.
• Knowledge of ITIL / IT Service Management practices.
• Experience working with IT Service Management / Ticketing systems.
• Basic knowledge of cybersecurity and Endpoint Security.
• Experience in supporting conference rooms and Audio/Video devices.
• Experience in managing IT assets and inventory.
• Basic knowledge of PowerShell.
• Experience in IT support in a medium or large organization.

Main direction of the position

The main direction of the position is daily IT support for users and elimination of technical problems.

The engineer provides user-level support for Active Directory and Microsoft 365, but full administration, architectural management, and infrastructure configuration of these platforms are not the primary responsibilities of the position.

Complex administrative and infrastructure issues are escalated to relevant system, infrastructure, network, or security teams as needed.

Personal qualities:

• Customer-oriented and responsible for service delivery.

• Good problem-solving and analytical thinking skills.

• Proactive approach to identifying and eliminating problems.