IT Support Engineer

Responsibilities:

Technical Support:

• Provide high-level technical support to end-users, including troubleshooting hardware, software, network, and application issues.
• Diagnose and resolve complex technical problems efficiently and effectively.
• Assist in resolving escalated support tickets from junior support staff.
  

IT Infrastructure Management:

• Maintain and monitor the organization’s IT infrastructure, including servers, network devices, and security systems.
• Work as a system administrator to ensure the proper functioning and availability of servers and services.
• Participate in the planning, implementation, and maintenance of IT infrastructure upgrades and improvements.
  

Incident and Problem Management:

• Manage and respond to critical incidents promptly, minimizing downtime and ensuring business continuity.
• Investigate and analyze recurring technical issues, identifying root causes and implementing preventive measures.
  

End-User Training and Documentation:

• Develop and deliver training sessions for end-users to enhance their technical skills and knowledge.
• Create and maintain comprehensive documentation, including user guides, standard operating procedures, and knowledge base articles.
  

Security and Compliance:

• Implement and enforce IT security policies, ensuring that systems and data are protected from unauthorized access and threats.
• Stay updated on industry best practices and compliance regulations, making necessary adjustments to maintain a secure IT environment.
  

Hardware and Software Management:

• Manage hardware and software inventory, ensuring accurate records and timely replacements or upgrades as needed.
• Coordinate with vendors for procurement, maintenance, and repair of IT equipment and software licenses.
  

Collaboration and Communication:

• Collaborate with cross-functional teams to address technical challenges and contribute to IT-related projects.
• Communicate effectively with non-technical stakeholders to explain complex technical concepts in simple terms.
  

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 3 to 5 years of experience in IT support roles, with a proven track record of handling complex technical issues.
• Strong knowledge of operating systems (Windows, macOS), hardware components, and networking principles.
• Proficiency in troubleshooting software applications, email systems, and hardware peripherals.
• Familiarity with ITIL framework and best practices in incident, problem, and change management.
• Experience with remote support tools and techniques.
• Excellent communication and interpersonal skills.
• Industry certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, Cisco CCNA, etc., are a plus.
• Ability to work independently and collaborate effectively within a team.
  

Benefits:

• A collaborative environment where diversity is celebrated.
• A flexible workforce.
• A competitive market salary with housing and transport allowances.
• A fast-moving supportive company where everybody takes ownership over their work.
• The opportunity to share in the success of the business with stock options for qualifying employees.
• The opportunity to work on a product with growing global appeal.
• The opportunity to work with some of the most talented people in the industry from well-known digital brands.