IT Support Engineer

Brief Summary

Join a dynamic IT support team as a key player in resolving complex IT issues and enhancing user experience. This role involves supporting IT incidents and managing a fast-paced service environment.

Responsibilities

• Provide technical support for IT-related inquiries, including installation, configuration, maintenance, and troubleshooting. Drive and coordinate major incidents to ensure swift resolution and communication with relevant stakeholders. Assist the Infrastructure & Operations team with hands-on tasks as needed. Manage equipment requests, procurement, and ensure compliance with asset management processes. Maintain inventory of IT assets and monitor hardware functionalities. Generate, update, and close incident and service request tickets promptly. Oversee IT problem management and process change requests effectively. Ensure identity and access management activities are performed diligently. Develop and share knowledge articles for internal documentation. Conduct training sessions for colleagues on IT tools and services. Participate in and lead projects of varying complexity, aligning with management expectations. Ensure continuous availability for 24/7 IT support operations. Contribute to the enhancement of service delivery and IT processes.

Requirements

• Bachelor's degree or a minimum of 3 years of experience in IT support. ITIL Foundation certification (v3 or v4) is preferred. Proficient in using IT Service Management (ITSM) tools. Practical experience with Microsoft Active Directory. Solid understanding of IT hardware, software, and networking concepts. Experience in troubleshooting printers and managing print services. Familiarity with IT Asset Life Cycle Management (Configuration Management Database). Strong written communication skills for documenting knowledge articles. Excellent analytical abilities with a focus on long-term recommendations. Self-motivated, proactive, and capable of managing multiple priorities. Strong ability to communicate technical information to both technical and non-technical audiences. Open-minded and diplomatic with a focus on collaboration across functions.