IT Support Engineer

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 1-3 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.