Information Technology Engineer

Job Role Summary

The IT Engineer oversees the day‑to‑day operations of the Level 1 support function and serves as the first point of contact for all technical issues within the organization. He is responsible for receiving, logging, and resolving user requests promptly while delivering a positive support experience. By working closely with other IT team members and escalating issues when necessary, he ensures smooth incident handling and seamless coordination across the entire support cycle for internal users.

Area of Responsibility

[End User Computing]

L1 - End‑User Computing (EUC) Support

• Deliver day‑to‑day technical support to employees for all end‑user devices, including laptops, desktops, monitors, mobile devices, video‑conferencing equipment, and Microsoft Office applications. This includes troubleshooting hardware and software issues, assisting with setup and configuration, and ensuring users have a smooth and productive computing experience.

L1 - EUC Inventory & Asset Life‑Cycle Management

• Oversee the full life cycle of end‑user computing assets—from procurement and deployment to maintenance, tracking, and retirement. Maintain accurate inventory records, ensure proper asset tagging, and coordinate with procurement and finance teams for audits and refresh cycles.

L1 - Incident & Problem Management

• Respond to and resolve user‑reported incidents in a timely manner, ensuring minimal disruption to business operations. Perform root‑cause analysis for recurring issues, document findings, and implement long‑term solutions to prevent future occurrences. Collaborate with external resources where needed.

[Infrastructure Support]

Server Maintenance & Backup

• Perform regular server backups, patching, updates, and routine maintenance activities to ensure system reliability, security, and data integrity. Monitor server performance, address hardware or software issues proactively, and coordinate with relevant teams to minimize downtime and maintain operational continuity.

Network Equipment, Security Services Maintenance & Upgrades

• Manage the configuration, upgrade, and maintenance of network and security components such as switches, routers, firewalls, and the end point protection systems. Ensure network performance, security, and availability by conducting periodic health checks, applying firmware updates, and troubleshooting connectivity issues. Work closely with team members to support network or other infrastructure improvement projects.

Education and Experience

• Minimum Diploma in Information Technology.
• Minimum 2 years' experience in 1st level support.

Aptitude and Skills

• Proven experience supporting multi-site environments with diverse user groups.
• Proficient in managing Microsoft Active Directory and hybrid Azure AD environment.
• Skilled in endpoint protection, patch management, software distribution, and mobile device management platforms.
• Experienced in Microsoft 365 administration, including SharePoint, Teams, and related services.
• Capable of managing clear and efficient communication channels, anticipating issues, and resolving them proactively.
• Highly organized, with the ability to prioritize tasks and deliver results within resource constraints.