IT Support Engineer

Job Descriptions

Technical & Infrastructure Support:

• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Managing and maintaining network infrastructure (LAN/WAN, Wi-Fi, Router, Switch) to ensure stable and secure connectivity.
• Handling OS provisioning, including system deployment, configuration, updates, and staging for all user endpoints.
• Installing, modifying, and repairing computer hardware, peripheral devices, and software applications.

Incident & Ticket Management:

• Responding to user queries and technical incidents either in person, via email, or over the phone.
• Investigating, troubleshooting, and swiftly resolving technical issues to meet the defined SLAs (Ticket Resolve).
• Manipulating and optimizing the IT Support queue and ticket distribution to ensure balanced workloads and timely support.
• Following up with users to ensure all reported issues are completely resolved and maintaining high user satisfaction.

IT Asset & Project Management:

• Managing and updating the IT Asset Inventory, including hardware, software licenses, and IT equipment lifecycle tracking.
• Participating in or leading assigned IT projects, infrastructure upgrades, and technology migration initiatives.
• Performing other related IT tasks and ad-hoc duties as assigned by the supervisor (etc.).

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or related fields.

• Experience: Minimum of 3 years of experience in IT Support, Application Support, System Support, or Network Administration.

• Technical Skills (Infrastructure & OS): * Good understanding of Network fundamentals (TCP/IP, LAN/WAN, Wi-Fi, Router/Switch configuration).

  • Proven experience in OS provisioning, system deployment, staging, and patch management (Windows, macOS, or Linux).

• Technical Skills (Systems & Hardware): * Strong knowledge of computer hardware, mobile devices, and core corporate software applications.

  • Familiarity with Helpdesk Ticketing systems (e.g., Jira, ServiceNow) and IT Asset Management tools.

• Soft Skills & Competencies:

  • Excellent diagnostic, analytical, and problem-solving skills to resolve technical issues under SLA pressure.
  • Fast learner with the ability to quickly adapt to new technologies and manage assigned IT projects.
  • Excellent communication and interpersonal skills with a strong service-mind attitude.

• Language & Business Knowledge:

  • Good command of English (both written and spoken) for technical communication.
  • Prior experience or knowledge in the Retail Business is highly advantageous.