The IT Support Engineer is a crucial role within the IT department of an organization, responsible for providing advanced technical support and assistance to end-users and maintaining the overall IT infrastructure. This role requires a deep understanding of various technologies, strong problem-solving skills, and effective communication to ensure the smooth operation of the company's IT systems.
Responsibilities
Technical Support:
- Provide high-level technical support to end-users, including troubleshooting hardware, software, network, and application issues.
- Diagnose and resolve complex technical problems efficiently and effectively.
- Assist in resolving escalated support tickets from junior support staff.
IT Infrastructure Management:
- Maintain and monitor the organization's IT infrastructure, including servers, network devices, and security systems.
- Work as a system administrator to ensure proper functioning and availability of servers and services.
- Participate in the planning, implementation, and maintenance of IT infrastructure upgrades and improvements. d) Azure and MDM Function skills.
Incident and Problem Management:
- Manage and respond to critical incidents promptly, minimizing downtime and ensuring business continuity.
- Investigate and analyse recurring technical issues, identifying root causes and implementing preventive measures.
End-User Training and Documentation:
- Develop and deliver training sessions for end-users to enhance their technical skills and knowledge.
- Create and maintain comprehensive documentation, including user guides, standard operating procedures, and knowledge base articles.
Security and Compliance:
- Implement and enforce IT security policies, ensuring that systems and data are protected from unauthorized access and threats.
- Stay updated on industry best practices and compliance regulations, making necessary adjustments to maintain a secure IT environment.
Hardware and Software Management:
- Manage hardware and software inventory, ensuring accurate records and timely replacements or upgrades as needed.
- Coordinate with vendors for procurement, maintenance, and repair of IT equipment and software licenses.
Collaboration and Communication:
- Collaborate with cross-functional teams to address technical challenges and contribute to IT-related projects.
- Communicate effectively with non-technical stakeholders to explain complex technical concepts in simple term
Requirements:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
- 3 to 5 years of experience in IT support roles, with a proven track record of handling complex technical issues.
- Strong knowledge of operating systems (Windows, macOS), hardware components, and networking principles.
- Proficiency in troubleshooting software applications, email systems, and hardware peripherals.
- Familiarity with ITIL framework and best practices in incident, problem, and change management.
- Experience with remote support tools and techniques.
- Excellent communication and interpersonal skills.
- Industry certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, Cisco CCNA, etc., are a plus.
- Ability to work independently and collaborate effectively within a team.
Benefits
- A collaborative environment where diversity is celebrated
- A flexible workforce
- A competitive market salary with housing and transport allowances
- A fast-moving supportive company where everybody takes ownership over their work
- The opportunity to share in the success of the business with stock options for qualifying employees
- The opportunity to work on a product with growing global appeal
- The opportunity to work with some of the most talented people in the industry from well-known digital brands
