Senior Support Engineer

Key Responsibilities

• Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications.
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities.
• Ensure end-user devices comply with IT security and compliance standards, including
• antivirus, patching, encryption, and other security controls.
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking.
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes.
• Collaborate with network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives.
• Coordinate with external vendors and service providers for hardware replacement, software issues, procurement, and technical escalations.
• Provide guidance and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, process gaps, and operational risks and recommend appropriate solutions or improvements.
• Provide onsite support at secondary sites and warehouses when required by business needs.
• Participate in operational activities and ensure timely resolution of incidents in line with agreed SLA ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.

**Required Skills Competencies**

• Strong experience in End-User Computing Desktop Support IT Infrastructure Support.
• Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools.
• Experience with hardware troubleshooting, device deployment, imaging, and configuration.
• Knowledge of ITSMITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, encryption, and compliance
• requirements.
• Experience managing IT assets and hardware software lifecycle.
• Good troubleshooting and problem-solving skills.
• Ability to work independently in an onsite customer environment.
• Strong communication and stakeholder-management skills.
• Ability to collaborate effectively with local and global IT teams and external vendors.
• Flexibility to travel to secondary sites warehouses when required