Senior IT Support Engineer

Senior IT Support Engineer

A Senior IT Support Engineer provides first and second-level support to resolve technical issues related to hardware, software, and network systems. The Senior IT Support Engineer’s responsibilities include resolving basic and advanced network and printer issues, configuring operating systems and using remote desktop connection tools to provide immediate support. This role also includes mentoring of junior team members.

Overall, the Senior IT Support Engineer plays a critical role in providing technical support to end-users within an organization. They should have a strong technical background, excellent communication skills, and a customer-centric mindset.

Duties & Responsibilities

• Act as a point of contact to IT requests/incidents on end user, IT and business application systems.

• Taking ownership of customer issues reported and seeing problems through to resolution. Ensuring IT Tickets are properly logged, assigned to EUC team members and classified in the ticketing system and attended in accordance with the SLA.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware, software, application and network issues.

• Management and support of hardware/application for Workshop Diagnostic tools & Automotive Business Systems.

• Ensure regular systems & application housekeeping tasks are in place with proper documentation of IT Process, Inventory and Projects.

• Support & perform periodical housekeeping of End User applications, M365 and Active Directory Accounts and Computers, ensuring it adheres to IT Governance & Compliance requirements.

• Management and support of IT Asset Procurement, Inventory Management and Disposal.

• Support VIP staff – specifically higher management level.

• Mentor junior EUC staff in IT related solutions, policies and best practices.

• Gather feedback from users to identify areas for improvement and implement solutions to enhance the overall user experience.

• Lead EUC-related projects such as hardware refreshes, software rollouts, and system migrations.

Requirements:

• Diploma/Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5+ years of experience in IT support, with 2+ years in a senior or lead role.
• Proven experience in troubleshooting and resolving hardware, software, application, and network issues (first and second-level support).
• Strong knowledge of operating systems (Windows, macOS, etc.), and ability to configure them.
• Experience with Active Directory and Microsoft 365 administration.
• Problem-solving & analytical skills.
• Ability to work independently and as part of a team.
• Ability to prioritise tasks and manage time effectively.
• Flexibility and adaptability to changing priorities.