IT End User Support Engineer

About the role

The IT End User Support Engineer provides accessible, timely and professional assistance to resolve technical issues for employees. The role involves answering service request calls, responding to queries via voicemail, email or fax, and ensuring a high level of user satisfaction.

Key responsibilities

• Take incoming IT service request calls and log incidents.
• Provide first‑level troubleshooting for desktop, LAN, WAN and voice service issues.
• Escalate and resolve incidents at first or second level as appropriate.
• Coordinate user account administration in Active Directory, including activation, changes and terminations.
• Support Microsoft Outlook and mobile devices.
• Maintain accurate incident records and follow up until resolution.

Required profile

• Minimum Nitec qualification in any discipline.
• At least 6 months of IT technical support or call‑centre experience.
• Strong communication and customer‑service skills.

Required skills

• Windows operating system.
• Active Directory account administration.
• Microsoft Outlook.
• Mobile device support.
• Desktop support, LAN and WAN fundamentals.
• Voice services troubleshooting.