Bilingual Systems Support Engineer
Department: Information Technology
Reporting to: Manager,IT Cloud Infrastructure & Operations
Overview of the Role
This role brings value by applying technical expertise and delivering a positive customer experience. This position represents the entire IT group through daily interactions and communication with both internal and external customers, ensuring that technology resources are properly supported, tracked, and resolved in a timely manner.
Accountabilities
- Provide Tier 1, Tier 2, and Tier 3 technical support for end users, including desktops, laptops, mobile devices, printers, and business applications.
- Install, configure, maintain, and troubleshoot Windows and macOS workstations, operating systems.
- Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and file services.
- Manage user accounts, permissions, email access, and identity services within Microsoft 365 and Microsoft Entra ID.
- Monitor, maintain, and optimize server, workstation, and network performance to ensure system reliability and availability.
- Configure, deploy, and support endpoint management solutions such as Desktop Central, Service Desk Plus, Log360.
- Perform hardware installations, upgrades, replacements, and asset lifecycle management.
- Assist with the administration and troubleshooting of network infrastructure, including switches, wireless access points, VPNs, firewalls, and internet connectivity.
- Monitor system logs, alerts, and performance metrics to proactively identify and resolve issues.
- Implement and maintain security controls, endpoint protection, patch management, and vulnerability remediation processes.
- Support backup, disaster recovery, and business continuity solutions to ensure data protection and system recoverability.
- Create and maintain technical documentation, procedures, knowledge base articles, and network diagrams.
- Participate in infrastructure projects, including system upgrades, cloud migrations, software deployments, and technology refresh initiatives.
- Collaborate with vendors, service providers, and internal stakeholders to resolve technical issues and implement solutions.
- Ensure compliance with IT policies, security standards, and regulatory requirements.
- Provide technical guidance and training to end users on IT systems, applications, and best practices.
- Participate in after-hours maintenance, on-call support, and emergency response activities as required.
- Manage and prioritize support requests in accordance with service level objectives.
- Identify recurring issues and implement solutions to improve service delivery.
Work Experience / Skills
- Requires 3–5 years of hands-on experience as Systems Support Engineer.