Senior IT Support Engineer

Overview

Drive technical excellence by acting as the primary escalation point for troubleshooting complex technical issues across devices and systems. Enhance operational efficiency through managing IT assets, vendor coordination and shared devices (video conference systems, printers) to ensure smooth operations. Lead initiatives by identifying opportunities to automate or refine workflows, revamping knowledge base articles or SOPs to drive efficiencies. Collaborate with regional leaders, system engineers, and network teams to support projects and cross-functional initiatives. Mentor junior team members and foster a knowledge-sharing culture. Provide IT support for internal and external events, ensuring seamless technical execution.

Responsibilities

Drive technical excellence by acting as the primary escalation point for troubleshooting complex technical issues across devices and systems

Enhance operational efficiency through managing IT assets, vendor coordination and shared devices (video conference systems, printers) to ensure smooth operations

Lead initiatives by identifying opportunities to automate or refine workflows, revamping knowledge base articles or SOPs to drive efficiencies

Collaborate with regional leaders, system engineers, and network teams to support projects and cross-functional initiatives

Mentor junior team members and foster a knowledge-sharing culture

Provide IT support for internal and external events, ensuring seamless technical execution

Requirements

Diploma or Degree in Computer Sciences, Information Technology or a related field preferred

Minimum 3 years of relevant experience ideally in fast-scaling environments with proven track record in supporting VIPs or senior executives

Familiarity with ITSM tools (ServiceNow, JIRA, Freshdesk) and supporting remote or hybrid work setups (VPN, Zoom, Teams, remote access software)

Hands-on experience with Windows and macOS, iOS and Android administration

Proficiency in LAN / WAN networking, TCP / IP and Cisco device configuration (firewalls, switches, IP phones etc)

Proven leadership skills with ability to mentor, train, and manage escalations

Proactive problem-solver who strategizes improvements, and delivers IT best practices with a customer-centric approach

Relevant certifications (ITIL, CompTIA, Cisco) are a plus

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