IT Support Engineer

Responsibilities:

1. Technical Support:
   1. Provide high-level technical support to end-users, including troubleshooting hardware, software, network, and application issues.
   2. Diagnose and resolve complex technical problems efficiently and effectively.
   3. Assist in resolving escalated support tickets from junior support staff.
2. IT Infrastructure Management:
   1. Maintain and monitor the organization’s IT infrastructure, including servers, network devices, and security systems.
   2. Work as a system administrator to ensure the proper functioning and availability of servers and services.
   3. Participate in the planning, implementation, and maintenance of IT infrastructure upgrades and improvements.
3. Incident and Problem Management:
   1. Manage and respond to critical incidents promptly, minimizing downtime and ensuring business continuity.
   2. Investigate and analyze recurring technical issues, identifying root causes and implementing preventive measures.
4. End-User Training and Documentation:
   1. Develop and deliver training sessions for end-users to enhance their technical skills and knowledge.
   2. Create and maintain comprehensive documentation, including user guides, standard operating procedures, and knowledge base articles.
5. Security and Compliance:
   1. Implement and enforce IT security policies, ensuring that systems and data are protected from unauthorized access and threats.
   2. Stay updated on industry best practices and compliance regulations, making necessary adjustments to maintain a secure IT environment.
6. Hardware and Software Management:
   1. Manage hardware and software inventory, ensuring accurate records and timely replacements or upgrades as needed.
   2. Coordinate with vendors for procurement, maintenance, and repair of IT equipment and software licenses.
7. Collaboration and Communication:
   1. Collaborate with cross-functional teams to address technical challenges and contribute to IT-related projects.
   2. Communicate effectively with non-technical stakeholders to explain complex technical concepts in simple terms.

Requirements:

1. Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
2. 3 to 5 years of experience in IT support roles, with a proven track record of handling complex technical issues.
3. Strong knowledge of operating systems (Windows, macOS), hardware components, and networking principles.
4. Proficiency in troubleshooting software applications, email systems, and hardware peripherals.
5. Familiarity with ITIL framework and best practices in incident, problem, and change management.
6. Experience with remote support tools and techniques.
7. Excellent communication and interpersonal skills.
8. Industry certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, Cisco CCNA, etc., are a plus.
9. Ability to work independently and collaborate effectively within a team.

Benefits:

1. A collaborative environment where diversity is celebrated.
2. A flexible workforce.
3. A competitive market salary with housing and transport allowances.
4. A fast-moving supportive company where everybody takes ownership over their work.
5. The opportunity to share in the success of the business with stock options for qualifying employees.
6. The opportunity to work on a product with growing global appeal.
7. The opportunity to work with some of the most talented people in the industry from well-known digital brands.