IT Support Engineer

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 .

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.