Technical Support Engineer / Desktop Support Technician / IT Support Specialist

Role Description

These roles help users resolve issues with applications, devices, accounts, and connectivity. They work with engineering, infrastructure, and service desk teams to restore service, keep users informed, and document fixes that can prevent repeat support requests.

The Technical Support Engineer investigates escalated application and integration issues, reproduces reported behaviour in a test environment, and uses logs to verify fixes with engineering teams. The Desktop Support Technician sets up laptops, desktops, and peripherals, diagnoses hardware and operating system faults, and coordinates repairs or replacements. The IT Support Specialist handles a broad range of employee requests, supports onboarding and offboarding, and resolves common issues with productivity tools, user access, Wi-Fi, and VPNs.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience in technical support, desktop support, or end-user IT services relevant to the position.
• Familiarity with ticketing systems and the ability to prioritise requests by urgency and business impact.
• Understanding of user account administration, multifactor authentication, and secure handling of devices and support records.
• For technical support engineering roles, experience interpreting application logs, reproducing issues, and documenting findings for engineering teams.
• For desktop support roles, experience provisioning Windows or macOS devices, troubleshooting peripherals, and maintaining asset records.
• For IT support roles, experience supporting productivity applications, resolving common access and connectivity issues, and escalating complex requests with clear diagnostic notes.
• Ability to explain troubleshooting steps in plain language, confirm that service has been restored, and write practical knowledge base articles.