Information Technology Support Engineer

Experience

• 10+ years of experience in enterprise IT support, Service Desk operations, Technology Command Centre (TCC), or 24x7 support environments.

• Strong hands-on experience managing and resolving Level 1 and Level 2 incidents, service requests, operational issues, and user support activities.

• Proven experience working with ITSM platforms such as ServiceNow and supporting ITIL processes including Incident, Problem, Change, Knowledge, Asset, and Service Request Management.

• Solid expertise in Windows and macOS administration, endpoint support, remote troubleshooting, and device management.

• Experience supporting Microsoft 365 services, Exchange (Server & Client), Active Directory, Microsoft Entra ID, user provisioning, and access management activities.

• Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN technologies, and connectivity troubleshooting.

• Experience using monitoring, alerting, and observability platforms to proactively monitor service health, analyse events, and drive service restoration.

• Demonstrated capability in performing root cause analysis (RCA), identifying recurring issues, creating problem records, and implementing permanent fixes.

• Experience coordinating and managing Major Incidents, engaging technical teams, vendors, and stakeholders to minimise business impact and restore services quickly.

• Ability to support users across multiple communication channels including phone, email, chat, walk-up support, and self-service portals.

• Strong customer service, stakeholder management, communication, and vendor coordination skills within a fast-paced operational environment.

• Experience identifying automation opportunities, driving continuous service improvement initiatives, and supporting shift-left strategies.

• Capable of maintaining technical documentation, operational procedures, knowledge articles, and conducting knowledge transfer sessions.

• Experience supporting system deployments, upgrades, configuration changes, and participating in on-call and after-hours support activities.

• Strong understanding of operational governance, cybersecurity controls, compliance requirements, and data protection standards.