Information Technology Engineer (Level 1 Support)

About the role

The IT Engineer oversees the day-to-day operations of the Level 1 support function and acts as the first point of contact for all technical issues within the organization. He receives, logs and resolves user requests promptly, works closely with other IT team members and escalates issues when necessary, ensuring smooth incident handling and coordination across the support cycle.

Key responsibilities

• Deliver day-to-day technical support to employees for end-user devices (laptops, desktops, monitors, mobile devices, video-conferencing equipment and Microsoft Office applications), including troubleshooting and setup assistance.
• Manage the full life cycle of computing assets, from procurement and deployment to maintenance, tracking and retirement, keeping accurate inventory records and coordinating with procurement and finance on audits and refresh cycles.
• Resolve user-reported incidents quickly and perform root-cause analysis on recurring issues, documenting findings and implementing long-term solutions.
• Perform regular server backups, patching, updates and maintenance, monitor server performance and coordinate with teams to minimize downtime.
• Maintain and upgrade network and security components such as switches, routers, firewalls and endpoint protection systems, applying firmware updates and troubleshooting connectivity issues.

Required profile

• Minimum diploma in Information Technology.
• At least 2 years of experience in Level 1 support.
• Proven experience supporting multi-site environments with diverse user groups.
• Highly organized, able to prioritize tasks and deliver results within resource constraints.

Required skills

• Microsoft Active Directory and hybrid Azure AD
• Endpoint protection, patch management, software distribution and mobile device management platforms
• Microsoft 365 administration, including SharePoint and Teams