Information Technology Support Engineer

Job Summary and Scope of Responsibilities

MAJOR FUNCTIONS

· Acts as the primary on-site IT support contact for all users at the assigned office and is expected to independently manage day-to-day end-user support requirements.

· Provides hands-on support for user hardware including laptops, desktops, smartphones, printers, scanners, meeting-room equipment and other IT peripherals, and for end-user software including Windows, Microsoft 365 applications and mobile applications.

· Handles support requests in person, by phone or remotely. All support calls must be logged in the IT ticketing system and progressed and closed in a timely manner in accordance with predefined SLAs.

· Owns user incidents and service requests from initial contact through resolution, coordinating with the remote Systems Administration team or other IT specialists when escalation is required and keeping users informed throughout.

· Provides Level 2/3 end-user IT support and performs approved routine endpoint administration and configuration within assigned permissions.

· Systems Administration activities relating to core infrastructure and centrally managed services will be handled by the remote support team. The Support Engineer will provide on-site assistance to that team when physical intervention, local testing or user coordination is required.

· Reports to the Manager, IT Infrastructure.

Primary Duties and Responsibilities

ESSENTIAL FUNCTIONS

1. Respond to requests for technical assistance from all users at the assigned office, in person, via phone or remotely, and act as the primary on-site IT point of contact.

2. Diagnose and resolve end-user hardware, software, connectivity and peripheral issues within the scope of the role.

3. Log, categorise, prioritise, update and close all incidents and service requests in the IT ticketing system in accordance with defined SLAs.

4. Independently manage the day-to-day support workload for the office, prioritising incidents based on business impact and urgency.

5. Install, configure, replace and troubleshoot approved desktops, laptops, smartphones, printers, scanners, docking stations and other end-user devices and peripherals.

6. Troubleshoot email and Microsoft 365 issues on user devices and escalate server-side or tenant-level issues to the remote Systems Administration team.

7. Provide user support for meeting rooms, Microsoft Teams, Zoom, audio-visual equipment and VoIP/telephony endpoints.

8. Perform user onboarding and offboarding activities assigned to the on-site support function, including device preparation, deployment, collection and user orientation.

9. Maintain accurate records of assigned IT assets, equipment movements and relevant support documentation for the office.

10. Identify issues requiring Systems Administration or specialist intervention and escalate them promptly to the remote support team with complete diagnostic information.

11. Provide hands-on assistance to the remote Systems Administration team when on-site physical access, cabling checks, equipment restarts, local testing or coordination with users is required.

12. Follow up on escalated incidents through resolution and remain accountable for communication with the affected user until the request is completed.

13. Coordinate with approved external suppliers and service providers for on-site support, repairs, replacements and delivery of IT products and services as required.

14. Provide prompt, professional and customer-focused service and maintain an excellent working relationship with all staff.

15. Provide orientation to new staff on IT products, systems and technologies used within the organization.

Reporting and Working Relationships

16. Reports to the Manager, IT Infrastructure.

17. Works closely with the remote Systems Administration team and other IT specialists to resolve incidents that are outside the scope of on-site end-user support.

18. Liaises with external suppliers and service providers when required.

19. Maintains regular communication with users and relevant IT teams regarding the status of incidents, requests and planned support activities.

Continuous Improvement of Position

20. For every escalated issue, follows up with the remote Systems Administration team to understand the resolution and improve the ability to diagnose and resolve similar end-user issues independently in future.

21. Conducts regular research on contemporary end-user IT practices and technologies, particularly AI tools, laptops, desktops, smartphones, printers, scanners, collaboration tools and related peripherals, and recommends improvements where appropriate.

22. Maintains and improves local support documentation and shares recurring issues and solutions with the wider IT team.

Minimum Educational, Technical Qualifications/Certifications Required

· Bachelor's degree in Information Technology or equivalent discipline.

· Microsoft endpoint/support certifications, CompTIA A+ or equivalent certifications will be an advantage.

· Experience in supporting Microsoft 365 applications and services from an end-user perspective will be an advantage.

Minimum Professional Experience Required

5+ years of hands-on IT user support experience including independently & efficiently supporting VIP & C-suite level users.