IT Support Engineer

Incident and Problem Management:

• Manage and respond to critical incidents promptly, minimizing downtime and ensuring business continuity.
• Investigate and analyze 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 terms.

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.