IT Support Engineer – L1/L2

About the role

We are looking for an IT Support Engineer (Level 1/2) to join Sia’s global Helpdesk team. Reporting to the IT Manager, you will provide first‑ and second‑line assistance to users worldwide, handling incidents, service requests and ensuring high satisfaction.

Key responsibilities

• Deliver Level 1 and Level 2 support via ticketing system, phone, Teams or on‑site.
• Troubleshoot hardware, software and network issues and resolve them promptly.
• Process user requests such as account creation, access rights and software installations.
• Prepare, configure and deploy Windows and macOS workstations and manage the equipment lifecycle.
• Support mobile device management solutions (Intune, Kandji) and maintain asset inventory.
• Document incidents, contribute to the knowledge base and follow ITSM best practices to meet SLA targets.
• Collaborate with international IT teams and communicate incident status to users and stakeholders.
• Participate in a 24 × 7 rotational shift schedule to cover global time zones.

Required profile

• Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2–5 years of experience in Level 1/Level 2 IT support, preferably in an international environment.
• Willingness to work in a rotating shift schedule.

Required skills

• Windows and macOS operating systems.
• Hardware, software and network troubleshooting.
• Ticketing systems and Microsoft Teams.
• Account provisioning, access management and software deployment.
• Mobile device management tools (Microsoft Intune, Kandji).
• Asset inventory and lifecycle management.
• ITSM processes and SLA compliance.