Information Technology Support Engineer

Key Responsibilities:* Provide *first-level IT support* to users onsite and remotely, ensuring timely issue resolution.* Handle incidents and service requests via *phone, email, or ServiceNow ticketing system*.* Support and troubleshoot *Microsoft Office 2013/2016* applications — Outlook, Teams, Skype for Business, Word, Excel, PowerPoint, Project, and Visio.* Log, categorize, and escalate tickets following defined *ITIL/ISO 20000* processes.* Communicate effectively with users and maintain regular progress updates.* Contribute to the *knowledge base* with documentation and standard solutions.* Ensure compliance with *ISO 20000-1* IT service management practices.