IT Support Engineer

IT Support Engineer

The Technology Department is responsible for the operation and support of all IT systems across the company. The IT Support Engineer plays a key role in delivering high-quality technical support to all employees, providing timely and effective troubleshooting across desktop hardware, software, and mobile devices.

This role requires a strong customer service focus, solid technical expertise, and a high level of responsiveness. The IT Support Engineer must be able to manage and prioritize multiple requests while maintaining excellent service standards and supporting the wider team as needed.

As part of a global technology team, the IT Support Engineer contributes to a culture of collaboration, reliability, and continuous improvement, with a consistent focus on delivering excellent end-user experience.

Core Responsibilities

• Monitor Helpdesk system for inbound issues & ensure all issues are logged and documented
• Provide thoughtful end user computing support for diverse business units and different locations
• Maintain a flexible approach to work schedule with the occasional early starts and late finishes, subject to business requirements
• Adherence to and enforcement of all information security protocols
• Perform preliminary server administration and manage the network connectivity
• Help champion, deploy, and support new technologies to address business needs
• Demonstrate excellent communication skills, integrate well at all levels and be able to work independently
• A strong ability to remain focused with a professional and flexible attitude while multi-tasking
• Always maintain complete confidentiality and discretion
• Participate in moves and changes as they relate to the technology environment
• Occasional travel and occasional on-call escalation support

Technical Skills

• Previous experience in a level one IT support role
• Administer, maintain, and support Microsoft Office productivity suite
• Microsoft Azure Active Directory & Microsoft O365 Admin, including user account administration
• Remote access and VPN Configuration and Administration
• Enterprise experience in deploying, managing, and supporting Windows, macOS, and iOS platforms
• Enterprise Level AV Administration and Support
• Set up and support mobile devices and desktop telecommunications

Knowledge, Skills, and Abilities

• Strategic Thinking: Ability to identify and escalate trends for attention.
• Technical Knowledge: In-depth understanding, curiosity, and desire to learn about the technical environment.
• Teamwork & Communication: Exceptional interpersonal skills to engage and support stakeholders at all levels.
• Continuous Improvement: Understand the needs of the business