IT Support Engineer

Job Description

REQUIREMENTS

• Diploma or Bachelor’s degree in Information Technology, Computer Science or a related discipline.
• 2–4 years of experience in IT helpdesk, desktop support or IT support, preferably in a multi-user business environment.
• CCNA, MCSE, Microsoft 365 / Azure fundamentals, ITIL Foundation or equivalent certification is an advantage.
• Customer-focused, professional, patient, accountable, security-conscious, responsive, organized and willing to learn new technologies.
• Ability to prioritize incidents, manage workload, communicate with users and vendors, follow up on escalations and work effectively within a team.
• Strong troubleshooting and problem-solving skills; Active Directory and user account administration; Windows support; M365 application troubleshooting; Mobile Device Management (MDM); basic LAN/Wi-Fi/VPN knowledge; hardware/software installation; ticketing and documentation skills.
• Knowledge of desktop/laptop troubleshooting, Windows, Active Directory, user account management, OneDrive, Mobile Device Management (MDM), basic networking, printers, endpoint devices and IT service management practices.

RESPONSIBILITES

• Provide first/second-line support for desktops, laptops, printers, applications, email, Microsoft 365 and other IT services. Log, track, prioritize and close tickets.
• Install, configure, troubleshoot and maintain computers, laptops, printers, mobile devices and approved software. Support Mobile Device Management (MDM), including device enrollment, configuration, application deployment, device compliance checks and basic troubleshooting.
• Create, modify, disable and manage Active Directory user accounts, groups and basic permissions. Handle password resets, account issues and user access requests.
• Troubleshoot LAN, Wi-Fi, VPN, internet and basic network connectivity issues. Perform initial diagnostics and escalate infrastructure issues to the appropriate team.
• Maintain IT asset records, device assignments and user handover/return documentation. Assist with inventory checks, replacements and disposal processes.
• Coordinate IT onboarding for new employees, including user account creation, computer/device preparation, email and OneDrive setup, required application access, equipment allocation and basic user orientation.
• Complete IT offboarding activities including disabling user accounts, removing access, recovering assigned devices and peripherals, and coordinating required data/access handover with the relevant department.
• Maintain troubleshooting notes, user guides, IT support records and asset information. Coordinate with IT vendors.

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