Job Description

We are seeking a proactive, customer-oriented, and technically competent IT Support Engineer (Level 1 & Level 2) to provide comprehensive IT support and ensure the smooth operation of the organization's IT infrastructure and workplace technology.

The successful candidate will be responsible for providing end-user technical support, managing Windows and Apple devices, administering Microsoft 365, overseeing IT asset management, supporting office technology, and maintaining a secure and reliable IT environment.

The ideal candidate possesses strong troubleshooting skills, excellent customer service, and the ability to work in a fast-paced environment while continuously improving IT operations and user experience.

Main Responsibilities

• Provide Level 1 and Level 2 technical support through onsite, remote, phone, email, and ticketing systems, ensuring timely resolution of incidents and service requests within agreed Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve hardware, software, operating system, Microsoft 365, Windows, macOS, networking, VPN, printer, peripheral, and application-related issues.
• Configure, deploy, maintain, and support Windows PCs, Apple MacBooks/iMacs, laptops, desktops, mobile devices, monitors, printers, and other IT equipment.
• Perform employee onboarding and offboarding activities, including device preparation, operating system configuration, Microsoft 365 setup, user account creation, email and VPN configuration, access provisioning, and IT equipment collection.
• Administer Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID (Azure Active Directory), Active Directory, Multi-Factor Authentication (MFA), user identity, and access management.
• Maintain accurate IT asset records, including procurement, inventory management, asset allocation, warranty tracking, software licensing, lifecycle management, stock reconciliation, and secure disposal of end-of-life equipment.
• Coordinate procurement, repair, warranty claims, maintenance, and vendor support for IT hardware, software, peripherals, internet services, and office technology.
• Support office IT operations, including meeting room audiovisual systems, Microsoft Teams Rooms, Zoom Rooms, projectors, smart TVs, printers, scanners, Wi-Fi, internet connectivity, CCTV, access control systems, and workstation setup.
• Support office expansion, relocation, renovation, and workplace technology projects by ensuring all IT infrastructure and equipment are deployed and operational.
• Perform routine system administration, including operating system upgrades, software deployment, security patching, antivirus management, endpoint compliance, and device health monitoring.
• Troubleshoot LAN/WAN, TCP/IP, DNS, DHCP, Wi-Fi, VPN, internet connectivity, and other infrastructure-related issues, escalating complex technical problems where necessary.
• Maintain endpoint security and ensure compliance with company IT policies, cybersecurity standards, and software update requirements.
• Maintain technical documentation, knowledge base articles, Standard Operating Procedures (SOPs), and IT asset records.
• Participate in IT audits, asset verification exercises, disaster recovery planning, business continuity initiatives, infrastructure upgrades, cloud migration, cybersecurity improvements, and other IT projects.
• Collaborate with internal stakeholders, Facilities, Human Resources, vendors, and other business units to ensure smooth day-to-day IT operations.
• Identify opportunities to improve IT support processes, automation, service quality, and overall end-user experience.
• For Level 2 IT Support: Independently resolve complex technical issues, perform root cause analysis, mentor junior IT Support Engineers, recommend technical improvements, and provide technical leadership during IT infrastructure and workplace technology projects.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
• Minimum 3 years of experience in IT Helpdesk, Desktop Support, End User Computing, or Technical Support.
• Experience supporting Windows and macOS operating systems.
• Experience administering Microsoft 365 and supporting enterprise end-user environments.
• Strong understanding of hardware troubleshooting, operating systems, and IT support best practices.

Technical Skills

• Windows 10 & Windows 11 Administration
• macOS Administration and Troubleshooting
• Apple MacBook and iMac deployment, configuration, and support
• Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint, Exchange Online)
• Microsoft Entra ID (Azure Active Directory) and Active Directory
• Microsoft Intune, Windows Autopilot, or Endpoint Management (preferred)
• Laptop imaging, deployment, and device lifecycle management
• Hardware diagnostics and software troubleshooting
• Printer, scanner, and peripheral device support
• TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, and basic network troubleshooting
• IT Asset Management and inventory control
• IT Service Management (ITSM) or ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or Zendesk
• Basic PowerShell, Bash, or scripting knowledge is an advantage
• Endpoint security, antivirus management, Multi-Factor Authentication (MFA), and device compliance
• Familiarity with Microsoft Teams Rooms, Zoom Rooms, or other video conferencing solutions is an advantage
• Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
• Excellent customer service, interpersonal, and communication skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong organizational skills with attention to detail and accurate documentation.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Positive attitude with a willingness to learn new technologies.
• Ability to handle confidential information professionally.
• Willingness to provide support outside normal business hours during critical incidents, planned maintenance, or major IT projects when required.