Senior Information Technology Support Engineer

Job Brief

The IT Technical Support Engineer is responsible for providing dedicated, proactive, and high-priority technical support for high-critical and VIP workstations, ensuring that all assigned workstations, laptops, printers, displays, communication devices, and related IT services remain secure, updated, reliable, and continuously ready for use.

The role requires daily health checks and preventive maintenance of high-critical and VIP workstations and associated IT equipment, rapid response to technical incidents, and end-to-end ownership of issues until full resolution. The Engineer is expected to identify potential problems before they affect business operations, maintain backup or replacement equipment where required, and coordinate closely with Network, Server, Cyber Security, Database, Application, and external support teams while remaining accountable for the final outcome.

Due to the sensitivity and business criticality of high-critical and VIP workstation environments, the role requires a high level of confidentiality, discretion, professionalism, and service quality. Technical changes, updates, patches, and deployments affecting these workstations and associated devices must be carefully validated to minimize disruption and ensure continued operational readiness.

Key Responsibilities

* Install, configure, and maintain user workstations, laptops, printers, and peripheral devices.

* Install, configure, and troubleshoot operating systems, software applications, and hardware components.

* Provide first and second-level technical support to employees and resolve IT-related incidents in a timely manner.

* Monitor and maintain the integrity, availability, and security of IT systems across the organization.

* Monitor server performance, network connectivity, and system health.

* Assist in the administration and monitoring of Active Directory, user accounts, and access permissions.

* Perform routine system maintenance, updates, and preventive maintenance activities.

* Assist in managing and monitoring backup systems and ensure successful backup operations.

* Monitor and maintain voice recording systems and support call retrieval when required.

* Support the administration of ticker systems, market data displays, and information display walls.

* Assist with monitoring data center infrastructure, including UPS systems, air conditioning, environmental monitoring, and safety equipment.

* Monitor and support CCTV and access control systems.

* Maintain accurate records of IT assets, software licenses, warranties, inventory, and maintenance contracts.

* Coordinate with vendors for IT procurement, maintenance, warranty claims, and technical support.

* Evaluate hardware and software solutions for future procurement.

* Maintain technical documentation and ensure IT assets are properly tracked.

* Participate in developing and improving IT policies, procedures, and operational standards.

* Work closely with other IT team members to support business operations.

* Comply with all company policies, procedures, and information security standards.

* Perform any other duties assigned by management.

Qualifications & Requirements

* Bachelor’s degree in Computer Engineering, Network Engineering, Computer Science, Information Technology, or a related field.

* Minimum of 5 years of experience in IT Technical Support or System Administration.

* Strong experience supporting Microsoft Windows operating systems and Apple macOS.

* Good knowledge of TCP/IP networking, switches, and basic network troubleshooting.

* Experience administering Microsoft Active Directory, Group Policy, DNS, and DHCP.

* Strong experience installing, configuring, and troubleshooting Windows desktop and server environments.

* Experience with Microsoft 365 and Microsoft Office applications.

* Experience with IT asset management, inventory control, and software licensing.

* Experience with hardware installation, maintenance, and troubleshooting.

* Experience working with network and system monitoring tools.

* Experience supporting CCTV and access control systems.

* Familiarity with data center operations and environmental monitoring.

* Experience coordinating with external vendors for procurement and technical support.

* Good documentation, communication, and problem-solving skills.

* Ability to work independently and manage multiple priorities.

Preferred Certifications

* Microsoft Certified Solutions Associate (MCSA) (or its current Microsoft equivalent)

* Microsoft Certified Solutions Expert (MCSE) (or its current Microsoft equivalent)

* Cisco Certified Network Associate (CCNA)

* CompTIA A+ (preferred)

* ITIL Foundation (preferred)