IT Support

About This Role

L1 Technical Support Engineer to join our Technical Support Team. The ideal candidate will be certified in ITIL, MCSE, CCNA, and Office 365 (preferred), and will play a key role in ensuring the continuity, stability and efficiency of our IT services.

Key Responsibilities

• Provide network and telecommunication services for internal and external customers in an efficient and timely manner.
• Deliver IT support aligned with agreed service levels and troubleshoot network, desktop, and infrastructure-related issues.
• Provide, maintain, and monitor Mirage desktop computing environment to ensure seamless desktop services.
• Resolve incidents, service requests, problems, and changes efficiently and within agreed timelines.
• Ensure accurate and timely communication with internal and external customers, keeping them updated on progress and resolutions.
• Stay up to date with the latest technology trends and conduct ongoing research and development to provide innovative solutions.
• Maintain and manage the printing environment in a cost-effective manner while supporting Mirage green initiatives.
• Comply with Mirage IT policies, procedures, and standards in all daily activities.
• Perform root-cause analysis for recurring issues and recommend long-term preventive solutions.
• Assist in managing and maintaining servers, storage systems, and network equipment as required.
• Deploy and configure hardware, software, patches, and updates to ensure optimal performance and security.
• Monitor system performance, network connectivity, and critical IT services to proactively identify potential issues.
• Maintain accurate documentation for configurations, troubleshooting steps, asset inventories, and procedures.
• Collaborate with L2 and L3 teams for escalations and knowledge sharing to improve overall service delivery.
• Support onboarding and offboarding processes, including device setup, account creation, and access rights management.
• Ensure endpoint security compliance through antivirus updates, policy enforcement, and vulnerability mitigation.

Required Certifications

• ITIL
• MCSE
• CCNA
• Office 365 certification (preferred)

Skills & Competencies

• Strong troubleshooting and analytical skills
• Excellent communication and customer service abilities
• Good knowledge of networking, telecommunication systems, and Microsoft technologies
• Familiarity with ITSM processes
• Proactive, self-motivated, punctual and keen to stay updated with modern technologies