Desktop Support Engineer (Senior Engineer) (Urgent Hire)

Exciting Opportunity to Elevate IT Support with a Leading Team!

Responsibilities:
Join I.T. Generation as a Senior Support Engineer and be at the forefront of delivering exceptional IT support to company employees across all locations. Your key responsibilities will include:

• IT Support & Service Requests: Provide L1 and L2 on-site/remote IT support, ensuring timely and efficient resolution of technical issues and service requests.
• Asset Management: Oversee the full lifecycle of corporate devices, from procurement to disposal.
• Ticket Management: Utilize ESM tools (e.g., ServiceNow) to manage and resolve tickets, adhering to SLAs and documenting actions accurately.
• VIP User Support: Offer dedicated support to VIP users, including after-hours assistance with advanced notice.
• System Monitoring & Incident Escalation: Monitor corporate systems for abnormalities and escalate company-wide incidents to the Team Lead.
• Process Adherence: Follow ITIL best practices and the IT Service Desk playbook to ensure consistent, high-quality service delivery.
• Service Improvement: Contribute to and implement service improvement plans approved by the EDX team.
• Knowledge Sharing: Guide employees in self-service support and keep team knowledge up-to-date with emerging trends and technologies.

Requirements:

Education:

• Diploma or Degree in Computer Science, Information Technology, or a related field.

Certifications:

• Preferred: Microsoft 365 Certified (Endpoint Administrator Associate or Fundamentals), CCNA, ITIL 4 Foundation Certification.

Technical Skills:

• Proficiency in Windows OS, Active Directory, Microsoft 365 applications, and Azure.
• Expertise in macOS, iOS device management, and corporate network troubleshooting.
• Experience with endpoint protection solutions and AV systems.
• Familiarity with video conferencing solutions and ESM tools such as ServiceNow.

Experience:

• 5+ years in IT service desk or technical support roles.
• Prior exposure to system engineering or system administration is a plus.
• macOS experience is essential for at least one senior engineer or team lead role.

Soft Skills:

• Strong communication, problem-solving, and analytical abilities.
• Exceptional time management and multitasking skills.
• Customer-oriented mindset with the ability to work independently and in a team.
• Resilient in fast-paced environments and adept at handling pressure.

Benefits:

• Competitive salary package.
• Opportunities for growth and skill development in a dynamic IT environment.
• Chance to work on impactful projects with a collaborative team.

* Please take note there is no workpass sponsorship for this role.

Join us to shape IT support excellence and make a difference in a fast-evolving corporate environment!

Apply today and bring your expertise to I.T. Generation!