Role Summary
We are looking for an intermediate-level IT Support Engineer to provide general IT support for our global corporate environment. This role will support employees with day-to-day technical issues, Windows/macOS laptop setup, local admin, software access, Microsoft 365 support, Office Wi-Fi, badge system and basic network troubleshooting, Windows365 Cloud PC support, and IT operational tasks.
The ideal candidate should have strong troubleshooting skills, good customer service mindset, and experience supporting users in a corporate IT environment. This role is suitable for someone who has moved beyond basic helpdesk support and can independently handle common IT issues, escalations, documentation, and operational follow-up.
Key Responsibilities
End-User IT Support
Provide Tier 1/Tier 2 support for employees, including:
- Laptop, desktop, monitor, keyboard, mouse, headset, and peripheral issues
- Windows and macOS troubleshooting
- Microsoft Outlook, Teams, OneDrive, SharePoint, and Office application issues
- Browser, VPN, Wi-Fi, audio/video, and conference room support
- Software installation and troubleshooting
- Operating system and software patch and upgrade
- Remote support for employees in different locations
- Employee Onboarding and Offboarding
Support IT onboarding and offboarding activities, including:
- Prepare laptops and user equipment
- Assist with account setup and access requests
- Help new hires with first-day IT setup
- Recover company equipment from departing employees
- Follow offboarding checklists to ensure access and assets are handled properly
Account and Application Support
Assist with general user access and application support, including:
- Password reset and MFA troubleshooting
- User account updates
- Distribution lists, shared mailboxes, and group membership changes
- SaaS application access requests
- Basic permissions troubleshooting
- Escalation to application owners when needed
- Hardware and Asset Management
Help maintain IT inventory and equipment lifecycle, including:
- Track laptops, monitors, accessories, and spare devices
- Coordinate laptop shipping, replacement, and repairs
- Maintain asset records
- Support warranty claims and vendor repair cases
- Help standardize hardware setup and replacement process
- IT Operations and Ticket Management
Handle IT service requests and incidents through the company ticketing system:
- Respond to tickets within SLA
- Prioritize issues based on business impact
- Document troubleshooting steps clearly
- Escalate complex issues to senior engineers or other teams
- Follow up with users until issues are resolved
- Identify repeated issues and suggest process improvements
- Basic Network and Office IT Support
Provide basic support for office and remote connectivity issues, including:
- Wi-Fi troubleshooting
- VPN or secure access connectivity support
- Conference room AV support
- Basic switch, firewall, or ISP escalation coordination
- Work with infrastructure/network teams for complex issues
- Documentation and Process Improvement
Create and maintain IT documentation, including:
- How-to guides for employees
- Internal troubleshooting steps
- Onboarding and offboarding checklists
- Asset management procedures
- Common issue resolution guides
- IT support knowledge base articles
Required Qualifications
- 35 years of experience in IT support, desktop support, service desk, or IT administration
- Strong experience supporting Windows laptops
- Basic to intermediate macOS support experience
- Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Office apps
- Experience troubleshooting hardware, software, network, and access issues
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar
- Good understanding of user accounts, groups, MFA, and basic access management
- Experience supporting remote users
- Strong written and verbal English communication skills
- Ability to work independently and follow documented processes
- Strong customer service mindset
Preferred Qualifications
- Experience with Microsoft Intune, Jamf, or other device management tools
- Experience with Entra ID / Azure AD basic administration
- Experience with Zoom, Slack, Google Workspace, or other collaboration tools
- Basic PowerShell scripting knowledge
- Experience with asset management tools
- Experience supporting global teams
- ITIL Foundation certification preferred but not required
- Microsoft 365 Fundamentals or Azure Fundamentals certification preferred
