About the role
Role Summary
We are looking for an junior or intermediate-level IT Support Engineer to provide general IT support for our global corporate environment. This role will support employees with day-to-day technical issues, Windows/macOS laptop setup, local admin, software access, Microsoft 365 support, Office Wi-Fi, badge and surveillant camera system and basic network troubleshooting, Windows365 Cloud PC support, and IT operational tasks.
The ideal candidate should have basic troubleshooting skills, good customer service mindset, and experience supporting users in a corporate IT environment. This role is suitable for someone who has moved beyond basic helpdesk support and can independently handle common IT issues, escalations, documentation, and operational follow-up.
Key Responsibilities
- Provide Tier 1/Tier 2 IT support for Windows/macOS devices, peripherals, Microsoft 365 applications, browsers, VPN, Wi-Fi, and conference room AV.
- Troubleshoot hardware, software, operating system, connectivity, and access-related issues for onsite and remote employees.
- Support employee onboarding and offboarding, including laptop setup, account/access provisioning, first-day IT support, equipment recovery, and access removal.
- Manage user accounts and application access, including password resets, MFA, shared mailboxes, distribution lists, group memberships, and SaaS applications.
- Maintain IT hardware and asset inventory, coordinate device shipping, replacements, repairs, warranty claims, and keep asset records up to date.
- Manage IT incidents and service requests through the ticketing system, ensuring timely resolution within SLAs and proper documentation and escalation.
- Provide basic network and office IT support, including Wi-Fi, VPN, conference room systems, and coordination with network/infrastructure teams or vendors when required.
- Create and maintain IT documentation, including troubleshooting guides, onboarding/offboarding checklists, asset procedures, and knowledge base articles.
- Identify recurring issues and recommend improvements to IT support processes and the overall employee experience.
Required Qualifications
- 1 – 3 years of experience in IT support, desktop support, service desk, or IT administration
- Strong experience supporting Windows laptops
- Basic to intermediate macOS support experience
- Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Office apps
- Experience troubleshooting hardware, software, network, and access issues
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar
- Good understanding of user accounts, groups, MFA, and basic access management
- Experience supporting remote users
- Strong written and verbal English communication skills
- Ability to work independently and follow documented processes
- Strong customer service mindset
Preferred Qualifications
- Experience with Microsoft Intune, Jamf, or other device management tools
- Experience with Entra ID / Azure AD basic administration
- Experience with Zoom, Slack, Google Workspace, or other collaboration tools
- Basic PowerShell scripting knowledge
- Experience with asset management tools
- Experience supporting global teams
- ITIL Foundation certification preferred but not required
- Microsoft 365 Fundamentals or Azure Fundamentals certification preferred