The IT Support Engineer will be responsible for providing first and second-line support, incident management, and technical troubleshooting for PayFuture's IT systems. The role requires hands-on experience with IT service management tools, network troubleshooting, system administration, and end-user support across multiple platforms.
Key Responsibilities
- Provide technical support and troubleshooting for Windows, UNIX, and Linux-based systems
- Manage Active Directory (AD), SCCM client troubleshooting, and group policy configurations
- Administer and support MS Office 365, Outlook, Slack, JIRA, Zendesk, and other collaboration tools
- Troubleshoot and resolve network-related issues, including VPNs, Citrix XenApp, VMware vSphere, and remote access tools
- Ensure smooth IT operations for employees across multiple office locations, including Dubai, India, Malta, and the UK
- Maintain incident management processes, ensuring prompt ticket resolution via tools such as BMC Remedy, ServiceNow, and ITSM platforms
- Monitor and maintain security applications and endpoint protection tools, such as Symantec Endpoint Protection
- Provide technical assistance for software installations, upgrades, and patch management
- Administer and support Azure Cloud services and administration
- Perform regular system and application health checks, monitoring performance using Grafana, Jumio, and other monitoring tools
- Maintain IT documentation and reports, ensuring compliance with PayFuture's IT policies
- Assist in cybersecurity and data protection measures, including software updates and security patches
- Coordinate with third-party vendors and internal stakeholders for hardware and software troubleshooting
Requirements
You will be a good fit if you:
- Have 3+ years of experience in IT Service Management, Technical Support, or Incident Management
- Possess a strong knowledge of Windows (7,10), UNIX, and Linux platforms
- Are experienced with Active Directory (AD) management and SCCM troubleshooting
- Have hands-on experience with ticketing systems such as JIRA, ServiceNow, and BMC Remedy
- Are proficient in MS Office 365, Outlook, Slack, and remote access tools
- Are experienced with network administration, VPN andhave knowledge of cloud-based tools (Azure Administration, AWS)
- Have prior experience troubleshooting laptops, desktops, servers, and network devices
- Have strong problem-solving, communication, and customer service skills
