Information Technology Support Engineer

About the role

This position covers a wide range of desktop and endpoint support tasks, including Windows imaging and migration, software installation and troubleshooting, printer and network support, and VIP user assistance. It also involves coordinating with hardware vendors and escalating tickets to L2/L3 teams within SLA targets.

Key responsibilities

• Perform software installation, updates and troubleshooting; install and troubleshoot antivirus, Zscaler, Global Protect and Citrix.
• Provide printer support (installation, configuration, issue resolution) and handle LAN and Wi-Fi issues.
• Coordinate with Dell and HP vendors for hardware break-fix activities.
• Support Office 365 tools (Outlook, OneDrive, Teams, Word, Excel) and office licenses (E1, F1, E3, E5).
• Provide MDM support for iPhones and iPads, corporate and BYOD, and basic knowledge of VDI.
• Level 1 support for network devices such as switches, routers, modems, links and access points.
• Provide VIP user support and escalate tickets to L2/L3 teams on time, meeting SLA and KPI compliance.

Required profile

• Good working experience with ServiceNow, BMC or other ITSM tools.
• Good exposure to SLA adherence for desktop support tickets.
• Hands-on experience with Windows 10 and 11 imaging (PXE boot, USB installation) and Windows 10 to 11 migration.

Required skills

• Familiarity with SCCM / Intune, Active Directory, BitLocker and other endpoint tools.
• Mobile device management for iPhone and iPad.
• Basic knowledge of virtual desktop environments (VDI).