Information Technology Support Engineer

About the RoleWe are seeking a skilled IT Support Technician (L1–L2) to serve as the first point of contact for technical support needs across the organization. In this role, you will handle day-to-day IT operations, diagnose and resolve technical issues, and ensure employees have the systems and access required to perform efficiently. This position is ideal for someone who is detail-oriented, solutions-driven, and committed to delivering high-quality support.Key ResponsibilitiesTier-1 & Tier-2 Incident HandlingManage, triage, resolve, or escalate support tickets through the helpdesk platform.Perform troubleshooting for user issues including account/password resets, software installations, hardware diagnostics, and basic network connectivity.Hardware and Software SupportConfigure, deploy, maintain, and troubleshoot desktops, laptops (Windows/macOS), mobile devices (iOS/Android), and peripherals such as printers and AV systems.Support routine system maintenance, updates, and performance checks.Application and Workspace ManagementAdminister Office 365 applications including Teams, Outlook, OneDrive, and SharePoint.Manage Active Directory tasks such as user provisioning, permissions, and group management.Support device imaging, hardware lifecycle management, and asset inventory tracking.Onboarding and OffboardingPrepare and configure hardware, accounts, and system access for new employees.Reassign, decommission, or securely wipe equipment for departing employees.Maintain documentation of onboarding, offboarding, and operational procedures.Security, Patching, and DocumentationApply patches and system updates in accordance with IT policies.Maintain accurate documentation of system configurations, troubleshooting steps, and standard operating procedures.Specialized Support and VIP HandlingProvide dedicated support for VIP users.Assist with mobile device setup and meeting room technologies, including audiovisual equipment.Ensure smooth operation during key meetings or executive sessions.Required Qualifications and SkillsEducationBachelor’s degree in Computer Science, Information Technology, or a related field; or an equivalent technical certification/diploma.Experience3–5 years of experience in IT support, helpdesk operations, or a similar technical support environment.Technical ProficiencyOperating Systems: Windows 10/11, macOS, iOS, AndroidApplications: Office 365, Active Directory, ticketing systemsNetworking: Basic understanding of LAN, VPN, DHCP, DNS, TCP/IPTools: Experience with ServiceNow, ManageEngine, Jira, and remote support toolsPreferred CertificationsITIL FoundationCompTIA A+Microsoft certifications (e.g., MCSA)Apple ACMTCisco CCST/CCNASoft SkillsStrong written and verbal communication skillsCustomer-focused with a professional service mindsetStrong analytical and problem-solving abilitiesAbility to work under pressure and manage multiple prioritiesCollaborative team player with a proactive approach