Senior IT Support Engineer

Senior IT Support Engineer

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

Job Description

Senior IT Support Engineer is the frontline connection between IT@IFS and our global user community, ensuring seamless technology experiences that drive productivity. We are looking for a highly motivated Senior IT Support Engineer to join our team—someone who is passionate about delivering exceptional L2 IT support, enhancing user satisfaction, and ensuring the reliability and efficiency of IT systems.

In this role, you will act as a first point of contact for IT-related issues, proactively troubleshooting hardware, software, and network concerns. Beyond resolving day-to-day support requests, you will contribute to streamlining IT processes, maintaining documentation, and collaborating with IT teams to ensure effective issue resolution and service improvement.

The ideal candidate is customer-focused, detail-oriented, and eager to learn, with a foundational understanding of IT infrastructure and applications. This is an excellent opportunity for IT professionals looking to grow in a dynamic and service-oriented environment.

Key Responsibilities of Senior IT Support Engineer

• Proactive Technical Support: Deliver high-quality L2 support, ensuring fast and effective resolution of common IT issues across hardware, software, and networks to enhance user experience.
• Efficient Ticket Management: Accurately log and categorize incidents, escalating complex issues to L3 support with clear documentation to ensure seamless resolution and continuous service improvement.
• Service Excellence & Responsiveness: Prioritize and resolve support tickets, emails, and calls within agreed SLAs while maintaining a user-focused approach to IT service delivery.
• System Reliability & Performance: Assist in monitoring and maintaining IT systems and networks to proactively address potential disruptions and ensure smooth business operations.
• Hardware & Software Enablement: Support the seamless installation, configuration, and troubleshooting of IT equipment, ensuring users can work efficiently with minimal disruption.
• Knowledge Sharing & Collaboration: Maintain detailed records of issues, solutions, and best practices within the ITSM tool to foster knowledge-sharing and continuous learning within the IT team.
• Process Simplification & Documentation: Contribute to the creation and improvement of IT processes and procedures, ensuring clarity, efficiency, and ease of use for both IT teams and end users.
• Cross-Functional IT Collaboration: Gain exposure to a broad range of IT services and applications, working closely with different teams to drive seamless IT service integration and innovation.
• Commitment to Quality & Compliance: Uphold IT support quality standards, ensuring adherence to SLAs, effective knowledge management, and high customer satisfaction scores.
• Continuous Improvement Mindset: Actively contribute to IT service enhancement initiatives, leveraging feedback and data insights to simplify processes and improve the end-user experience.
• Flexible & Reliable Support Coverage: Adapt to a 24/5 rotating shift schedule to provide consistent IT support, ensuring business continuity across global teams.

• Team Development: Support Associate Support Engineers and Support Engineers, mentoring them on troubleshooting best practices while staying up to date on emerging IT technologies and service trends to drive improvements.

• Shift Management & Coordination: Oversee the team's workload during the shift, manage ticket queues, and assign priorities to ensure SLA compliance.

• Incident Commander (during shift): Lead technical bridges for P1/P2 incidents that arise during the shift, engage required stakeholders, and ensure incident lifecycle is well-managed.

How is it measured:

• Efficient Issue Resolution: L2 support tickets are resolved promptly within agreed SLAs, ensuring minimal disruption to end users and Review L1 resolutions, provide constructive feedback, and ensure incident categorization, impact, and urgency are correctly applied.
• Accurate & Transparent Documentation: All incidents, resolutions, and troubleshooting steps are clearly logged in the IT Service Management (ITSM) system to support knowledge sharing and continuous improvement.
• User-Centric Support Experience: Positive feedback and high satisfaction ratings from end-users, reflecting a commitment to clear communication, responsiveness, and quality service.
• Effective Collaboration & Escalation Management: Complex issues are escalated efficiently with well-documented context, ensuring a smooth handover to higher support levels while maximizing first-contact resolution.
• Commitment to Best Practices: Adherence to IT support processes, service management frameworks, and continuous service improvement (CSI) initiatives to drive operational

Qualifications

Educational Background:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• At least 4 years of experience in IT operations or IT support function.

Technical Skills:

• Understanding of ITIL framework and best practices, with experience in implementing and managing ITIL-based processes.
• Experience with IT service management tools (Preferred).
• Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services.

Desirable Qualifications:

Certifications:

• ITIL certification preferred. (e.g., ITIL Foundation)

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.