IT Support Engineer – Level 1/2

About the role

Join Sia’s international IT Helpdesk team as an IT Support Engineer providing Level 1 and Level 2 assistance to users worldwide. You will work in a 24x7 rotational shift environment, handling incidents, service requests, and ensuring high user satisfaction.

Key responsibilities

• Deliver Level 1 and Level 2 support via ticketing system, phone, Microsoft Teams, or on‑site.
• Diagnose and resolve hardware, software, and network issues.
• Manage user account creation, access rights, and software installations.
• Escalate complex problems to higher support tiers when needed.
• Document incidents, resolutions, and contribute to the knowledge base.
• Prepare, configure, and deploy Windows and macOS workstations.
• Maintain IT equipment lifecycle and support mobile device management (Intune, Kandji).
• Ensure SLA compliance and suggest process improvements.
• Collaborate with international IT teams and communicate status updates to stakeholders.

Required profile

• Bachelor’s degree in IT, Computer Science or equivalent experience.
• 2–5 years of experience in Level 1/2 IT support.
• Experience working in an international, multi‑time‑zone environment.
• Strong customer‑service orientation and ability to work in a rotational shift schedule.

Required skills

• Windows operating system support.
• macOS operating system support.
• Microsoft Intune and Kandji mobile device management.
• Hardware, software and network troubleshooting.
• Ticketing systems and Microsoft Teams.
• IT Service Management (ITSM) best practices and SLA compliance.