Information Technology Support Engineer

About the role

We are looking for an Information Technology Support Engineer to provide second‑level desktop support to end‑users. The role involves troubleshooting complex hardware and software issues, maintaining Windows and macOS environments, and ensuring a high level of user satisfaction.

Key responsibilities

• Deliver L2 technical support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and update operating systems and business applications.
• Perform root‑cause analysis on recurring issues and implement lasting solutions.
• Troubleshoot break/fix problems on Windows and Mac computers.
• Assist with network connectivity, including LAN/WAN, Wi‑Fi, and VPN.
• Provide remote assistance for users working from home or in the field.
• Maintain accurate records of incidents and resolutions in the ticketing system.
• Collaborate with the IT team on projects, upgrades, and implementations.
• Mentor junior support technicians as needed.
• Ensure compliance with IT policies, security standards, and best practices.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of experience in desktop or technical support.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, group policies, and user account management.
• Proficiency with Microsoft Office Suite and common business applications.
• Familiarity with remote desktop and support tools.
• Excellent problem‑solving, analytical, and communication skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows OS troubleshooting
• macOS troubleshooting
• Active Directory management
• Group Policy configuration
• Microsoft Office Suite
• Remote desktop tools
• LAN/WAN networking
• Wi‑Fi and VPN connectivity
• Hardware diagnostics and repair
• Software installation and configuration