IT Support Engineer

Job Summary

The IT Support Engineer is responsible for managing, troubleshooting, and securing the company’s internal computer networks, hardware assets, and software ecosystems. This role serves as the central technical touchpoint for employees, resolving Tier 1 and Tier 2 helpdesk inquiries while strictly managing user access rights within Microsoft Entra ID. The incumbent will balance day-to-day desktop support with proactive cloud administration and asset compliance to ensure that all business operations run smoothly, securely, and efficiently.

Qualification

• Required: Technical training, certifications, or a degree in Information Technology, Computer Science, Network Engineering, or a related field.
• Professional certifications in modern cloud/identity systems (e.g., Microsoft 365 Certified, CompTIA Network+/A+) are considered a strong asset.

Experience

• Required: Proven professional experience working in an internal IT helpdesk, technical support, or systems administration role.
• Demonstrated experience administering identity frameworks, resolving network connectivity issues, and provisioning endpoint hardware.
• Practical experience supporting multi-OS environments (Windows and macOS) and virtual desktop infrastructure.

Core Duties and Responsibilities

Identity & Cloud Systems Administration:

• Administer Microsoft Entra ID, actively executing user password resets, account provisioning, and access management.
• Manage Organizational Units (OUs) and configure corporate Group Policies to enforce system compliance.
• Support and maintain cloud productivity suites, including Microsoft 365, Microsoft Teams, Office 365 applications, and Google Workspace environments.
• Manage virtualized access systems and cloud parameters, including Citrix VDI and basic cloud storage environments.

Helpdesk & Technical Infrastructure Support:

• Troubleshoot and resolve incoming Tier 1 and Tier 2 helpdesk tickets regarding employee hardware and software issues.
• Direct the physical and digital deployment, optimization, and patching of corporate Windows and macOS devices.
• Perform core network troubleshooting, resolving issues related to TCP/IP configurations, VPN connections, and localized office connectivity.

Asset Tracking & Documentation:

• Track IT assets, maintain up-to-date hardware/software inventories, and audit endpoint compliance standards.
• Draft technical documentation, step-by-step solutions guides, and internal FAQs to optimize future problem-solving.

Skills & Competencies

Technical:

• Strong, advanced working knowledge of Microsoft 365 and Microsoft Entra ID.
• Solid foundational understanding of TCP/IP networking, VPN management, and cloud services (M365, AWS).
• High proficiency utilizing enterprise collaboration and ticketing tools, including Jira, Confluence, Teams, Microsoft Office 365, and AI productivity tools.
• Advanced device diagnostics across both Windows and macOS hardware architectures.

Behavioural:

• Exceptional communication skills with the ability to translate complex technical jargon for non-technical users.
• High degree of patience, empathy, and user-centric focus when resolving technical frustrations.
• Excellent time management and prioritization skills to manage competing tickets in a fast-paced environment.

Skills Required:

• Computer / Software / It / Data