Senior Information Technology Support Engineer

About the role

We are seeking a highly motivated Senior IT Support Engineer to deliver Level 2 end‑user support and ensure the smooth operation of workplace IT services. The role focuses on ticket escalation, troubleshooting, and resolution of hardware, software, and network issues while providing exceptional service to VIP users.

Key responsibilities

• Provide Level 2 technical support for end users and service requests within agreed service levels.
• Manage ticket updates throughout the incident lifecycle and communicate status promptly.
• Escalate unresolved incidents to appropriate support teams within defined timelines.
• Deliver high‑quality support to VIP users, ensuring rapid response and resolution.
• Liaise with clients, internal IT teams, and third‑party vendors to coordinate issue resolution.
• Perform PC staging, deployment, configuration, and installation for new and existing users.
• Execute IMAC (Install, Move, Add, Change) requests for workplace IT equipment.
• Conduct hardware and software maintenance for desktops, laptops, peripherals, and related devices.
• Coordinate hardware repair and replacement with Service Desk teams and external vendors.
• Support conference rooms, meetings, and special events to ensure seamless technology operations.
• Assist Connected Backup clients and handle backup‑related issues.
• Provide local network support and collaborate with centralized network teams as needed.
• Support server and infrastructure teams during planned maintenance activities.
• Contribute to continuous improvement initiatives to enhance service quality and user satisfaction.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or equivalent practical experience.
• Minimum 7 years of experience in IT Support, Desktop Support, End‑User Computing or Service Desk environments.
• Proven experience providing VIP or executive support in a corporate setting.
• Strong background supporting Windows‑based desktop and laptop environments.
• Hands‑on experience with ticketing systems and incident management processes.
• Good understanding of IT support operations, service management practices, and customer support principles.

Required skills

• Windows operating system support
• Hardware troubleshooting and repair
• Software installation and configuration
• Peripheral device management
• Ticketing system usage
• Incident management processes
• Local network troubleshooting
• Backup support (Connected Backup)
• PC staging, deployment and IMAC procedures
• Conference room technology support