Information Technology Support Engineer

About the role

We are looking for an Information Technology Support Engineer to provide second‑level desktop support to our end‑users. The role involves troubleshooting complex hardware and software issues, maintaining system performance and ensuring a high level of user satisfaction.

Key responsibilities

• Deliver L2 technical support for desktop and laptop hardware, software, and peripherals.
• Install, configure and update operating systems and applications.
• Perform root‑cause analysis and develop solutions for recurring problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity problems, including LAN/WAN, Wi‑Fi and VPN.
• Collaborate with the IT team on projects, upgrades and implementations.
• Document incidents, resolutions and work performed in the ticketing system.
• Provide remote assistance to users working from home or in the field.
• Train and mentor junior support technicians.
• Ensure compliance with IT policies, security standards and perform routine equipment maintenance.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, group policies and user account management.
• Proficiency with Microsoft Office Suite and common business applications.
• Excellent problem‑solving, communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows OS
• macOS
• LAN/WAN, Wi‑Fi, VPN
• Active Directory & Group Policy
• Remote desktop tools
• Microsoft Office Suite
• Hardware troubleshooting
• Software installation & OS deployment
• Ticketing system usage