Technical Support Engineer

About the role

The Technical Support Engineer provides expert assistance to internal and external users across a range of devices and platforms. Working in a fast‑paced enterprise environment, you will resolve incidents, support hardware refreshes, and ensure a high‑quality user experience.

Key responsibilities

• Deliver technical support via phone, chat, ticketing system and in‑person.
• Provide L2 escalation for Service Desk analysts on Windows 10/11, Office 365 (Outlook, OneDrive) and related issues.
• Log and manage incidents and requests in ServiceNow, meeting SLA targets.
• Coordinate hardware warranty claims with vendors and perform PC refresh, imaging, and preventative maintenance.
• Support IP phones, multi‑function printers, video‑conference equipment and Level 1 video‑conference troubleshooting.
• Assist with VR simulations, teaching‑space technology, and collaboration tools such as Zoom, Microsoft Teams, Barco, Neat Bar and Crestron.
• Handle onboarding and off‑boarding of staff by deploying and collecting IT assets.
• Provide executive/VIP support and collaborate with onsite engineers, clients and stakeholders.

Required profile

• Diploma or degree in Computer Science, IT or related field.
• 4+ years of progressive IT support experience in an enterprise setting.
• Self‑motivated with a strong customer‑service orientation.
• Excellent communication skills for non‑technical users.
• Ability to prioritize multiple tasks in a fast‑moving environment.

Required skills

• Windows 10 & 11 operating systems.
• Office 365 suite (Outlook, OneDrive).
• ServiceNow ticketing platform.
• PC hardware components (CPU, motherboard, RAM, graphics card, storage).
• Imaging, endpoint security and remote support tools.
• IP phone and multi‑function printer support.
• Video‑conference Level 1 support.
• Virtual Reality (VR) support.
• Collaboration platforms: Zoom, Microsoft Teams, Barco, Neat Bar, Crestron.
• Basic knowledge of MAC OS and iOS (desired).
• ITIL V4 Foundation, CompTIA A+, Network+, CCNA (desired).