IT Support Engineer

Introduction Exclusive Networks is a global cybersecurity go-to-market specialist with offices in over 45 countries and service reach in 170+ countries. We specialize in managed security, technical accreditation, and training.

DUTIES AND RESPONSIBILITIES

The IT Support Engineer assists with the maintenance and configuration of internal infrastructure including computer systems, servers, and network infrastructure.

Role responsibilities include:

• Deploy and maintain hardware and software, ensuring continuous support of IT business needs.
• Troubleshoot and resolve computer, network, and infrastructure issues to minimize disruptions.
• Collaborate with teams to unify and simplify solutions across regions, leveraging IT modernization tools.
• Report to the Global Helpdesk Operations Manager.
• Drive transition to modern workplace environments for all regions.
• Support modern technologies remotely for all office locations.
• Assess and improve services in line with regional and global requirements.
• Operate all technology and telecommunication devices within the IT Service Management framework.
• Maintain and expand network infrastructure (Layer 2–7), primarily using Fortinet systems.
• Evaluate and adjust configurations to improve performance.
• Manage incident and request resolution within Service Level Agreements.
• Promote excellent customer service and continually enhance customer experience.

QUALIFICATIONS AND EXPERIENCE

• Degree in a relevant IT field or equivalent professional experience.
• Minimum 3 years of relevant work experience.
• Strong knowledge of Windows and macOS clients.
• Understanding of Windows Server roles (AD DS, AD FS, DNS, DHCP) and networked workstations (LAN, WAN, WLAN).
• Basic network design knowledge for multi‑office environments.
• Experience with Fortinet firewalls and switches is an advantage.
• Documentation skills for IT processes.
• Experience with wireless networks and troubleshooting wireless issues.
• Excellent written and verbal communication in English and Spanish.
• High attention to detail.
• Collaborative, yet capable of decision‑making.

BENEFITS & EEO STATEMENT

We are proud to be an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, disability, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please review our Diversity and Inclusion Policy and Recruitment Data Protection Policy for further information.