IT Support Engineer

About the role

We are seeking a proactive and customer-focused IT Support Engineer to provide Level 1 and Level 2 technical support across our organization. This mobile role involves supporting end users at our head office branch locations and on-site at various properties and project locations. You will play a key role in ensuring the availability and reliability of our IT systems acting as a bridge between users and senior IT team members.

Key Responsibilities

• Provide Level 1 and Level 2 support for end users across head office branch locations and remote properties.
• Serve as the first line of response for all hardware software and network-related issues escalating to the Systems Engineer or IT Support Manager as needed.
• Visit properties and job sites to deliver hands-on support perform troubleshooting and carry out installations.
• Respond to and resolve incidents and service requests in a timely professional and customer-focused manner ensuring satisfaction.
• Maintain accurate records of support activities via the Helpdesk system and ensure ticket SLAs are consistently met.
• Support the installation and configuration of desktop PCs laptops printers VoIP phones and other IT equipment.
• Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.
• Assist the Systems Engineer in IT inventory tracking asset tagging and procurement coordination.
• Coordinate with third-party vendors for support and repairs under warranty or service contracts.
• Provide basic training and guidance to end users on commonly used software tools and IT policies.
• Perform other duties as assigned by the direct Manager.

Qualifications & Experience

• Diploma or Bachelors degree in Computer Science Information Technology or related field.
• 24 years of experience in IT support or a helpdesk role.
• Experience with Windows OS Microsoft 365 basic networking and office software.
• Hands-on troubleshooting skills in hardware connectivity and software issues.
• Preferred certifications: CompTIA A Microsoft MCP or ITIL Foundation.
• Exposure to Active Directory endpoint security and remote support tools.
• Experience in LC AV security and home automation systems is a plus.
• CTS (InfoComm) certification is a strong advantage.

Skills & Competencies

• Basic networking knowledge (TCP/IP DNS DHCP Wi-Fi troubleshooting).
• Strong communication and interpersonal skills.
• High attention to detail with a focus on customer service.
• Ability to work independently and prioritize tasks effectively.

Willingness to travel to project and property sites as needed.