IT Support Engineer

Overview

We’re looking for an IT Support Engineer to provide on-site IT support to ensure the smooth operation of end-user devices, software, applications, and IT systems. Troubleshoot technical issues, manage helpdesk requests, and deliver timely, customer-focused support to employees.

Responsibilities:

• Provide first-line and on-site technical support for desktop computers, laptops, peripherals, software, and end-user applications.
• Manage helpdesk tickets, including issue logging, prioritization, troubleshooting, resolution, escalation, and SLA compliance.
• Perform laptop and desktop imaging, configuration, deployment, upgrades, and hardware repairs.
• Troubleshoot Microsoft Office, SharePoint, endpoint security, virtualization, and application performance issues.
• Support LAN, WAN, wireless connectivity, and other basic network-related issues.
• Assist with employee onboarding and offboarding, including account provisioning, access management, equipment preparation, and decommissioning.
• Maintain accurate IT asset inventory, software records, and technical documentation.
• Install and update software, security patches, and workstation configurations in accordance with IT policies.
• Coordinate with regional IT teams, vendors, and third-party service providers to resolve technical issues.
• Provide clear technical guidance to employees and ensure timely communication on support requests.
• Ensure compliance with IT security standards, procedures, and company policies.

Requirements:

• Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 2–3 years of relevant experience in IT support, desktop support, or end-user computing.
• Strong hands-on troubleshooting skills in PC hardware, operating systems, software, system imaging, and device deployment.
• Working knowledge of Microsoft Windows, Microsoft Office applications, and SharePoint.
• Basic understanding of LAN, WAN, wireless networking, and network troubleshooting.
• Familiarity with endpoint security platforms such as CrowdStrike and Mimecast is an advantage.
• Experience with Aruba Networks and helpdesk ticketing systems is an advantage.
• Strong problem-solving, communication, and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to manage competing priorities, handle multiple support requests, and meet service level agreements (SLAs).
• Demonstrate accountability, initiative, attention to detail, and a strong customer service mindset.
• Able to work independently on-site while collaborating effectively with regional IT teams and other departments.