1/2nd Line Support Engineer

• Provide technical support to end-users via phone, email, or in person, and resolve hardware and software issues promptly
• Troubleshoot and diagnose technical problems related to desktops, laptops, printers, network connectivity, and other IT equipment
• Escalate complex technical issues to the appropriate teams or vendors while ensuring timely resolution
• Install, configure, and upgrade software applications and operating systems
• Perform system and network administration tasks, including user account management, backups, and security updates
• Set up and deploy new workstations, laptops, and other hardware devices
• Maintain accurate documentation of all support activities, including issue resolution, troubleshooting steps, and knowledge base articles
• Assist in the implementation and maintenance of IT policies and procedures
• Collaborate with cross-functional teams to identify opportunities for process improvements and proactive issue prevention

• Proven experience working as a 1st/2nd line support engineer or in a similar technical support role
• Excellent problem-solving and communication skills with a customer-oriented approach
• Solid knowledge of Windows and macOS operating systems, as well as Microsoft Office Suite
• Familiarity with network technologies, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi
• Experience troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices
• Strong understanding of Active Directory, user management, and security principles
• Ability to work independently and prioritize tasks in a dynamic environment

Relevant certifications (e.g., Microsoft 365 Fundamentals) are a plus but willingness to train for the course will be required