IT Support Engineer - #1122805

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.