Systems Test Engineer

Provide initial-level onsite desktop and end-user support for client users and devices, following established procedures and under the guidance of senior technical personnel or the client’s Global NOC.

Diagnose and resolve routine issues involving Windows operating systems, laptops, desktops, printers and standard peripherals using approved troubleshooting procedures.

Provide standard operational support for Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint, in accordance with documented procedures and Global NOC directions.

Perform routine hardware maintenance, break/fix activities, equipment replacement and device installation using approved work instructions.

Assist with basic LAN, Wi-Fi and VPN connectivity issues using prescribed diagnostic procedures, escalating issues outside the employee’s authority or competence to the Global NOC.

Receive, update and progress assigned incidents and service requests through ServiceNow, Remedy or similar IT service-management systems, in accordance with agreed priorities and service levels.

Liaise with the Global NOC, senior support personnel and approved vendors when required, and implement technical instructions within the scope of assigned work.

Provide professional onsite assistance to users and, where reasonably required and properly authorised, participate in scheduled or approved after-hours support.

Maintain accurate service records and promptly escalate unresolved, complex, security-related or out-of-scope issues for further technical review.

Bachelors degree in Computer Science or IT

0 to 3+ years of experience in technical support, customer service or help desk environments.

Knowledge of Windows & MacOS installation and configuration.

Understanding of LAN, WAN, VPN, DHCP, DNS, DNS and basic Wi-fi router setup.

Knowledge on troubleshoot and repair desktops, laptops, printers, scanners and mobile devices (iOS/Android).

Proficiency with Active Directory, Microsoft 365, ticketing systems such as ServiceNow.

Clear verbal and written communication skills to help assist partners who are not technically adept.