Support Engineer (Urgent Hire)

Join Our Team as a Support Engineer – Drive IT Excellence!

Responsibilities:
As a Support Engineer, you will play a critical role in providing L1 and L2 on-site/remote IT support to our employees across all company locations. Key responsibilities include:

IT Support & Service Requests:

• Deliver L1 and L2 IT support and manage service requests for employees.
• Perform asset tracking for all corporate devices, from purchase to disposal.
• Manage the end-to-end process of tickets, including first call resolution, logging, escalation, follow-ups, and closure within agreed SLA.
• Provide guidance on self-service support and available modes of support.
• Monitor corporate system health and escalate abnormalities.

VIP Support & Issue Resolution:

• Provide dedicated support for approximately 200 VIP users and be available for after-hours support with prior notice.
• Escalate company-wide incidents or system disruptions to the Team Lead.

Process Improvement & Collaboration:

• Adhere to ITIL processes, ensuring best practices in IT service management.
• Refer to the IT Service Desk playbook and update knowledge base for user troubleshooting.
• Assist in implementing service improvement plans approved by the EDX team.
• Stay updated on industry trends and technologies.

Requirements:
Education:

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

Certifications (Preferred but not mandatory):

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Fundamentals
• CCNA
• ITIL 4 Foundation Certification

Technical Skills:

• Proficiency in Windows OS, Active Directory, and common hardware/software troubleshooting for Windows laptops.
• Expertise in macOS, iOS device management, and troubleshooting.
• Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
• Experience with endpoint protection solutions and meeting room AV troubleshooting.
• Proficiency in ESM tools, such as ServiceNow.

Experience:

• At least 2 years of experience in a service desk or technical support role, providing L1 support in a corporate environment.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving, analytical, and multitasking abilities.
• High level of customer service orientation and ability to work in a fast-paced environment.

Benefits:

• Competitive salary package
• Comprehensive medical benefits
• Opportunity to work with a dynamic team
• Potential for career growth and advancement

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

Apply Today – Join I.T. Generation and be part of a team that is committed to delivering exceptional IT support and service excellence!