IT Operation Engineer

About the role

We are seeking an IT Support Engineer to provide first-line technical support to end users. This role is responsible for managing support tickets, troubleshooting basic IT issues, coordinating with local IT operations, and ensuring timely resolution of incidents and service requests.

Key responsibilities

• Provide first-level technical support for hardware, software, and network-related issues
• Monitor and manage incoming support tickets via the ticketing system
• Open, support, escalate, and follow up on incidents and service requests with regional IT operations
• Troubleshoot and resolve basic IT issues in a timely manner
• Escalate complex or unresolved issues to second-level or specialized teams
• Create summary reports on a daily, weekly, monthly basis, or upon request
• Maintain accurate documentation of incidents, resolutions, and IT assets
• Document and maintain run books and operational documents
• Enforce IT standards and procedures, and provide feedback to continuously improve operational processes
• Follow company IT policies and best practices

About you

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 1–3 years of experience in IT support, service desk, or helpdesk role
• Basic knowledge of Windows OS, Microsoft 365, and networking fundamentals
• Familiarity with ticketing systems
• Good communication skills in English (spoken and written)
• Strong problem-solving skills and customer service mindset