Senior IT Support Engineer

Job summary

Provide advanced technical support for hardware, software, and network issues, ensuring adherence to IT policies and best practices.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
• 3–5 years of experience in a technical support or helpdesk role.

Responsibilities

• Troubleshoot and resolve issues related to Windows/Mac OS, Office 365, desktop/laptop hardware, mobile devices, printers, and network connectivity.
• Provide on-site support and assist remote users as needed.
• Document problem resolutions and contribute to the internal knowledge base.
• Collaborate with L1 and L3 teams for effective incident escalation and resolution.
• Participate in system upgrades, patches, and deployments, including after-hours support as required.
• Provide end-user training and support, maintaining a professional representation of the IT department.
• Maintain an up-to-date inventory of hardware and software, and create inventory reports upon request.
• Train and mentor junior IT staff to develop their technical skills.
• Lead assigned projects and develop documentation for systems, processes, and procedures.

Skills

• Proficient in IT service operations processes such as incident management, problem management, and asset management according to ITIL guidelines.
• Skilled in Microsoft 365, Active Directory Administration, Windows Autopilot deployment, Intune Company Portal, and Mobile Device Management.
• Experience with ITSM tools like ServiceNow, Jira Service Desk, or Freshservice.
• Knowledge of scripting (e.g., PowerShell) is a plus.

Tools

• Microsoft 365, Active Directory, Windows Autopilot, Intune, ServiceNow, Jira Service Desk, Freshservice.