IT Support Engineer – L1/L2

About the role

Join Sia’s international IT Helpdesk team as an IT Support Engineer (Level 1/2). You will provide first‑ and second‑line technical assistance to users worldwide, handling incidents, service requests, and ensuring high satisfaction across multiple time zones.

Key responsibilities

• Deliver Level 1 and Level 2 support via ticketing system, phone, Teams, or on‑site visits.
• Diagnose and resolve hardware, software, and network incidents.
• Process user requests such as account creation, access rights, and software installations.
• Escalate complex issues to higher support tiers when needed.
• Prepare, configure, and deploy Windows and macOS workstations.
• Manage the IT equipment lifecycle, including installation, maintenance, and replacement.
• Support mobile device management solutions (Intune, Kandji) and maintain accurate inventory.
• Document incidents, resolutions, and procedures in the knowledge base.
• Follow ITSM best practices, ensure SLA compliance, and suggest process improvements.
• Collaborate with international IT teams and communicate status updates to users and stakeholders.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• 2–5 years of experience in Level 1/2 IT support, preferably in an international environment.
• Ability to work in a 24x7 rotational shift schedule supporting global users.
• Strong customer‑service orientation and clear communication skills.

Required skills

• Windows and macOS operating systems.
• Hardware, software, and network troubleshooting.
• Ticketing systems and Microsoft Teams.
• Active Directory / account provisioning.
• Intune and Kandji mobile device management.
• ITSM processes and SLA management.