Job Summary
The IT Support Engineer must be a proactive and technically skilled to provide timely and effective technical support to our users and ensure the smooth functioning of our IT infrastructure. The ideal candidate should be customer-focused, a strong communicator, and passionate about problem-solving.
Key Responsibilities
- Provide first and second-level support for IT incidents and service requests via phone, email, and in-person.
- Troubleshoot and resolve hardware, software, network, and system issues on desktops, laptops, mobile devices, and office peripherals.
- Escalate complex issues to relevant teams and track resolution progress.
- Assist in user onboarding/offboarding processes (e.g., account setup, laptop provisioning, access management).
- Maintain accurate records of issues, solutions, and actions taken in the ticketing system.
- Perform regular system checks, patch management, and basic network diagnostics.
- Support video conferencing systems, Microsoft 365, and collaboration tools like Teams and Zoom.
- Ensure compliance with IT policies, including security and acceptable use standards.
- Participate in IT asset inventory management and documentation updates.
- Provide support during system upgrades, migrations, and rollouts.
- Undertake other ad-hoc duties assigned by the IT Infrastructure and Cyber Security Manager.
Requirements
Qualifications:
- Diploma or Degree in Information Technology, Computer Science, or related field.
Experience:
- Minimum 13 years of experience in IT support or helpdesk roles.
Skills:
- Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
- Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
- Experience with Active Directory, Exchange, and remote support tools is a plus.
- Good communication skills with a customer-first attitude.
- Ability to prioritize, multitask, and work independently in a fast-paced environment.
