Technical Support Engineer (IT Service Centre)

Job Summary

Key Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, and user access issues.
• Escalate complex incidents to specialized support teams while ensuring proper follow-up and communication.
• Provide remote and on-site technical support to internal users and external partners.
• Record, track, and update incidents and service requests within the IT Service Management (ITSM) system.
• Adhere to established Standard Operating Procedures (SOPs), security policies, and service management processes.
• Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Maintain and contribute to the knowledge base by documenting solutions, procedures, and troubleshooting guides.
• Collaborate with application support, infrastructure, and service teams to resolve technical issues effectively.
• Prepare accurate shift handover reports and incident summaries.
• Monitor recurring issues, identify trends, and recommend service improvements.
• Deliver exceptional customer service through professional communication, active listening, and problem-solving.
• Participate in shift rotations and provide overtime support when required.

Required Qualifications

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
• 2–5 years of experience in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles.
• Experience supporting Windows operating systems, Microsoft 365, and end-user computing environments.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• Basic understanding of networking concepts, Active Directory, and user account administration.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced 24/7 support environment.

Preferred Skills

• Experience in L1/L2 technical support environments.
• Knowledge of ITIL service management practices.
• Experience with remote support tools and endpoint management solutions.
• Exposure to cybersecurity and IT compliance requirements.
• Strong customer service mindset with a focus on user satisfaction.

• Customer Service Excellence

• Technical Troubleshooting

• Incident & Problem Management

• Communication Skills

• Teamwork & Collaboration

• Attention to Detail
• Time Management

• Service Delivery Focus

• Continuous Improvement