IT Service Engineer

IT Service Desk Technician

We are seeking a skilled and customer-focused IT Service Desk Technician with at least 2 years experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users. This role requires good communication skills and the ability to diagnose and resolve issues efficiently.

Key Responsibilities

• Technical Support
• Act as the first point of contact for IT-related inquiries, incidents, and requests.
• Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices.
• Provide technical support for general computing applications.
• Device Management
• Deploy and configure devices using Mobile Device Management (MDM) platforms.
• Perform regular updates, patches, and security configurations.
• Manage device enrollments, backups, and recovery processes.
• User Support
• Provide support for user account management, including permissions, password resets, and authentication issues.
• Perform user onboarding and offboarding process as per documented SOP's
• Deliver training and guidance to end-users on best practices.
• Resolve connectivity issues related to Wi-Fi and cloud-based services.
• Incident Management
• Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
• Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
• Document troubleshooting steps and solutions in a knowledge base for future reference.
• Collaboration and Continuous Improvement
• Identify recurring problems and recommend process improvements or solutions to reduce downtime.
• Stay updated on latest updates, new technologies, and advancements in IT support practices.

Qualifications

• 7 years of experience in mac support
• Good understanding of IT desk services, corporate systems, technologies, operating systems (macOS)
• Good knowledge of networking concepts, protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers and switches
• Hands-on experience with network administration, configuration and troubleshooting
• Ability to work independently and in a team
• Experience in remote support to people working from home and other remote office
• Experience and maturity to work in a multicultural environment and ability to communicate ideas, standards and policies with confidence