Brief Description
The position of IT support Engineer at Mozon Technologies involves account management, network maintenance contracts, and systems engineering. The IT Support Engineer will work closely with customers and internal teams to ensure successful implementation and maintenance of IT solutions
Core Responsibilities
- Internal IT Infrastructure Management: Overseeing and maintaining all internal IT infrastructure for Mozon, including wireless networks, firewalls, PBX unified communication systems, CCTV systems, backup solutions, and cloud storage platforms. This includes performing regular performance checks, system maintenance, and periodic backups of system data and configurations to ensure security, availability, and business continuity.
- Cloud Environment Management: Overseeing and maintaining the cloud environment, including server instances, backups, and network configurations.
- IT solutions design support: support designing IT solutions for customers like; network infrastructure, network and end point security, physical security.
- Network Infrastructure Maintenance: Managing and maintaining the network infrastructure, ensuring continuous performance and availability.
- Troubleshooting: Identifying, diagnosing, and resolving IT and technical issues related to hardware, software, or network problems, and cooperating with vendors and other IT personnel for problem resolution.
- Customer Support: Interacting with users to understand their issues, providing clear and concise solutions, and ensuring customer satisfaction.
- Technical Knowledge Base: Maintaining and updating a knowledge base of solutions to common problems.
- Problem Resolution: Following established procedures to resolve issues efficiently and effectively.
- Escalation: Referring complex or unresolved issues to higher-level support teams.
- Documentation: Recording details of customer interactions, troubleshooting steps, and solutions.
Additional Tasks
- Software Installation: Installing and configuring software applications.
- Hardware Maintenance: Performing basic hardware troubleshooting and repairs.
- Network Administration: Monitoring network performance and troubleshooting connectivity issues.
- Remote Support: Providing technical assistance remotely using tools like remote desktop.
- Training: Providing basic user training on software and hardware.
- Product Testing: Participating in product testing and providing feedback.
Competencies (in order of importance)
- CCNA certification
- MSCA
- Sophos Firewall
- Knowledge in Routing and switching
- CCTV Configuration
- Knowledge in VMS & Backup solutions
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- Training/certificate of network infrastructure and networking concepts.
