IT Support Engineer

About the role

We are seeking an IT Support Engineer to join our IT Operations team. In this position you will be the first point of contact for end‑users, delivering prompt and effective assistance for hardware, software, Microsoft technologies and enterprise applications in a fast‑paced environment.

Key responsibilities

• Receive and log support requests via phone, email, chat or ticketing system, categorising and prioritising incidents.
• Troubleshoot and resolve issues related to desktops, laptops, printers, email, VPN, operating systems and applications.
• Perform user account administration in Active Directory, including password resets and permission changes.
• Escalate complex cases to higher‑level support while ensuring timely follow‑up.
• Maintain accurate incident documentation and contribute to the knowledge base.
• Monitor ticket queues to meet SLA targets and assist with asset management, device provisioning and software installations.
• Provide courteous customer service and communicate status updates throughout the support process.
• Identify recurring problems and suggest process improvements.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field (preferred).
• 1–3 years of experience in a help‑desk or technical support role.
• Strong problem‑solving abilities and a user‑first mindset.
• Ability to manage multiple requests in a fast‑moving environment.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• TCP/IP, DNS and VPN fundamentals
• ServiceNow, Jira or Remedy ticketing platforms
• Basic understanding of ITIL processes (advantage)