Information Technology Support Engineer

About the role

We are seeking an Information Technology Support Engineer to deliver second‑level desktop support for end‑users. The role focuses on resolving complex hardware and software issues, maintaining operating systems and applications, and ensuring optimal performance and user satisfaction.

Key responsibilities

• Provide L2 technical support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis to identify recurring problems and develop solutions.
• Troubleshoot break/fix issues on Windows and macOS computers.
• Assist with network connectivity problems, including LAN, WAN, Wi‑Fi, and VPN.
• Collaborate with the IT team on projects, upgrades, and implementations.
• Document work, issues, and resolutions in the ticketing system.
• Provide remote support for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, 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 support or a similar role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem‑solving, analytical, communication, and interpersonal skills.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician are a plus.

Required skills

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