Senior IT Support Engineer

Your role

• Provide advanced technical support for hardware, software, and network issues.


• Troubleshoot and resolve issues related to Windows/Mac OS, Office 365, desktop/laptop hardware, mobile devices, printers, and network connectivity.


• Provide on\-site support and support for remote users.


• Assist in deployment, configuration, and maintenance of IT systems and software.


• Document problem resolutions and contribute to the internal knowledge base.


• Collaborate with L1 and L3 teams for smooth incident escalation and resolution.


• Participate in system upgrades, patches, and deployments.


• Participate in after\-hours support as needed.


• Ensure adherence to company IT policies, compliance, security standards, and best practices.


• Provide end\-user training and support as needed.


• Representing the IT department in a customer\-friendly and professional manner


• Maintains an up\-to\-date and complete inventory of hardware and software.


• Train and mentor junior IT staff and help develop technical skills within the team.


• Develop and maintain documentation for systems, processes, and procedures

Lead assigned projects

• What you’ll need


• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent

experience).

• 3–5 years of experience in a technical support or helpdesk role.


• Skilled in the principles of IT service operations processes: incident management, problem

management, request fulfilment, access management, asset management according to ITIL

guidelines.

• Skilled in the delivery of interoperative desktop systems and applications in the following areas: Microsoft 365, Active Directory Administration, Windows Autopilot deployment, Windows for Business Updates, Intune Company Portal, Print and Multifunction Device Management, Mobile Device Management and Vendor management


• Skilled in asset management \- Maintain workstation inventory including tracking the status of IT

assets for End User including Laptops, Desktops and all peripherals.

• Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.

+ Experience with ITSM tools like ServiceNow, Jira Service Desk, or Freshservice.
+ Knowledge of scripting (e.g., PowerShell) is a plus.

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