IT Technical Support Engineer

Role overview

Key responsibilities

• Coach and train support engineers handling complex incidents, requests, events, and problems.
• Review infrastructure configuration, installation, testing, and operational status; ensure software meets business requirements.
• Proactively identify problems, events, incidents, and errors.
• Investigate and resolve issues, determine root causes, and support prevention of future incidents.
• Escalate complex issues to third-party vendors and coordinate with stakeholders.
• Provide updates to clients and affected parties, recording progress and resolution details in required systems or portals.
• Support service desk intake when required and ensure resolution and recovery follow processes and service-level agreements.

Experience and qualifications

• Seasoned troubleshooting experience in an IT technical support role within a large ICT organization.
• Seasoned experience working with internal and external stakeholders at different business levels.
• Seasoned experience with technologies such as Secure Print, Microsoft Azure, meeting room technologies, or Microsoft 365.
• Bachelor’s degree or relevant qualification in IT, computing, or a related field; relevant IT certifications such as ITIL or Microsoft 365 are cited.

Capabilities

• Communicate technical details clearly to technical and non-technical audiences.
• Plan work while accounting for changing circumstances and work effectively under pressure.
• Use active listening, maintain stakeholder relationships, and keep client needs at the forefront.

Workplace

• The description specifies on-site working.