IT Support / Help Desk Engineer (CCNA & MCSE Certified) at Intelics Solutions

Key Responsibilities
Technical Support & Incident Management:

• Ticket Handling: Log, track, prioritize, and resolve end-user support requests via helpdesk ticketing systems.
• Desktop & Workspace Support: Troubleshoot, configure, and repair Windows and macOS workstations, mobile devices, printers, and peripherals.
• Remote & On-Site Assistance: Provide hands-on or remote troubleshooting for hardware, software, and connectivity issues.

Network & Infrastructure Administration (CCNA Scope):

• LAN/WLAN Maintenance: Monitor and troubleshoot local area network switches, routers, firewalls, and wireless access points.
• Connectivity Diagnostics: Diagnose TCP/IP, DNS, DHCP, and VPN issues to restore uninterrupted network access.
• Vendor & Asset Coordination: Manage IT hardware inventories, track spare parts procurement, and coordinate external vendor repairs.

Systems & Directory Management (MCSE Scope):

• Active Directory & Identity Management: Create, update, and manage user accounts, group policies, permissions, and security settings.
• Server & Cloud Administration: Support Windows Server environments, backup solutions, disaster recovery routines, and Microsoft 365 / Office 365 administration.
• Software Deployment: Perform OS image builds, patch management, and application installations.

Required Qualifications & Education

• Education: B.Sc., HND, or Associate’s Degree in Computer Science, Information Technology, or a related field.

Certifications:

• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Solutions Expert (MCSE) or relevant Microsoft role-based equivalents
• Optional/Bonus: CompTIA A+, ITIL Foundation
• Experience: 2 to 5 years of hands-on experience in an IT helpdesk, desktop support, or network administration role.

Key Competencies & Skills
Technical Skills:

• Strong knowledge of Windows OS, macOS, and basic Linux commands.
• Proficiency in Active Directory, Group Policy (GPO), DNS, DHCP, and TCP/IP routing.
• Hands-on experience with Cisco switches, routers, and firewall basics.
• Soft Skills:
• Clear verbal and written communication skills.
• Strong analytical and root-cause problem-solving orientation.
• Customer-service mindset with the ability to handle high-pressure support requests.