IT Support Engineer / Senior Engineer
The IT Support Engineer is responsible for providing technical support and maintaining the organisation's IT systems and infrastructure. This role ensures system stability, security, and performance across the organisation, while delivering high-quality technical support to end-users by resolving hardware, software, and network issues.
This role requires a hands-on professional with strong troubleshooting skills, infrastructure experience, and the ability to collaborate across business functions.
Key Responsibilities
IT Infrastructure & Systems Support
- Provide technical support for endpoints, servers, network and cloud environments (Microsoft Windows ecosystem)
- Administer and maintain LAN/WAN, servers, hardware, applications, and overall IT infrastructure, including ongoing enhancements.
- Perform system monitoring, patch management, backup, and performance tuning. Ensure high availability, reliability, and system uptime through proactive maintenance
- Support IT projects, including identifying opportunities for automation, optimisation, and process improvements, while researching and evaluating new IT solutions and technologies
- Assist Manager in daily IT operations and infrastructure management, manage vendor performance and technical escalations
Incident Management & End-User Support
- Manage and resolve IT incidents, service requests, and escalations
- Perform root cause analysis (RCA) and implement long-term solutions
- Support user onboarding and offboarding, including system access and device setup
- Deliver excellent user experience through timely communication and issue resolution
- Coordinate and collaborate with vendors, service providers and internal stakeholders and teams
IT Governance &Documentation
- Maintain and update IT SOPs, system documentation, and knowledge base
- Ensure compliance with IT policies, security standards, and audit requirements
- Document system configurations and maintain audit-ready records
Requirements
Experience & Education
- Diploma or Degree in Information Technology, Computer Science, Engineering, or related field
- Minimum 3 years of IT support / infrastructure experience, 5-8 years for Senior level
- Experience in enterprise or multi-site environments preferred
- Experience using Generative AI (e.g. Copilot, ChatGPT) for troubleshooting and documentation
- Ability to automate workflows using AI or scripting tools (Preferred)
Technical Skills
- IT Infrastructure Management
- Hardware & Software Troubleshooting
- Backup & Disaster Recovery
- System Monitoring & Performance Tuning
- Cloud Platforms (AWS or equivalent)
- Cybersecurity fundamentals (access control, endpoint protection)
Preferred Certifications
- Microsoft Certified (e.g. Azure, Windows Server)
- Cisco Certified Network Professional Enterprise (CCNP)
- AWS Certification (Cloud Practitioner and above)
Soft Skills
- Strong problem-solving and analytical skills, with proactive approach to self-learning
- Excellent communication and stakeholder management
- Ability to work independently and manage priorities effectively
- Proactive, detail-oriented, and team-oriented mindset
