IT Support Engineer

About the role

The IT Support Engineer will deliver first‑level and intermediate technical assistance to end users in a fast‑paced, 24×7 environment. You will resolve application, desktop, laptop and basic system issues while ensuring high‑quality customer service and adherence to ITIL‑based processes.

Key responsibilities

• Provide end‑user support for applications, desktops, laptops and basic system administration.
• Diagnose, prioritize, troubleshoot and resolve incidents and service requests via phone and email.
• Follow defined SOPs for initial triage, identify root causes and document resolutions in the ticketing system.
• Escalate critical or high‑priority incidents that require urgent attention.
• Maintain ownership of user issues, communicate progress and meet SLA targets.
• Support standard enterprise tools such as Outlook, MS Office, Google Workspace, VPNs and browsers.
• Perform basic to intermediate troubleshooting in Windows, macOS and VDI environments.

Required profile

• 2‑5 years of experience in an IT Helpdesk or Service Desk (voice‑based support).
• Strong verbal and written communication skills.
• Familiarity with ITIL framework and service‑management terminology.
• Ability to work independently, manage tasks in a fast‑paced setting and handle rotating shifts.

Required skills

• Windows operating system.
• macOS operating system.
• VDI environments.
• Outlook, Microsoft Office and Google Workspace.
• VPN and web browsers.
• Basic networking concepts: DHCP, IP addressing, DNS, TCP/IP.
• Ticketing systems and SLA adherence.
• ITIL framework knowledge.

What we offer

• Competitive salary and benefits package.
• Culture focused on talent development with quarterly growth opportunities.
• Company‑sponsored higher education and certifications.
• Employee engagement initiatives, flexible work hours and long‑service awards.
• Annual health check‑ups and comprehensive insurance coverage for self, family and parents.