Information Technology Support Engineer

Job SummaryThe 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 ResponsibilitiesProvide 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.RequirementsQualifications: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.