Senior IT Support Engineer

• Provide Level 2 technical support for end users and service requests within agreed service levels
• Manage and maintain ticket updates throughout the incident lifecycle to ensure timely communication and resolution
• Escalate unresolved incidents and service requests to the appropriate support teams within defined timelines
• Deliver high-quality support to VIP users, ensuring prompt response and resolution of technical issues
• Liaise with clients, internal IT teams, and third-party vendors to coordinate issue resolution and service delivery
• Perform PC staging, deployment, configuration, and installation activities for new and existing users
• Execute IMAC (Install, Move, Add, and Change) requests for workplace IT equipment and services
• Conduct hardware and software maintenance, troubleshooting, and support for desktops, laptops, peripherals, and related devices
• Coordinate hardware repair and replacement activities with Service Desk teams and external vendors
• Provide support for conference rooms, meetings, and special events to ensure seamless technology operations
• Support Connected Backup clients and assist users with backup-related issues
• Provide local network support and collaborate with centralized network teams when required
• Assist server and infrastructure teams during planned maintenance activities or local support requirements
• Contribute to continuous improvement initiatives to enhance service quality, operational efficiency, and user satisfaction

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience
• Minimum 7 years of experience in IT Support, Desktop Support, End User Computing (EUC), or Service Desk environments
• Proven experience providing VIP or Executive Support in a corporate environment is mandatory
• Strong experience supporting Windows-based desktop and laptop environments, hardware troubleshooting, software installation, and peripheral devices
• Hands-on experience with ticketing systems and incident management processes
• Good understanding of IT support operations, service management practices, and customer support principles
• Exposure to local network troubleshooting and coordination with infrastructure teams
• Experience performing PC deployment, IMAC activities, hardware refreshes, and workplace technology support
• Familiarity with conference-room technologies, collaboration tools, and event-support activities is an advantage
• Ability to work independently, prioritize multiple tasks, and perform effectively under pressure
• Willingness to work flexible hours when required to support business operations
• Fluent English communication skills, both written and spoken
• Strong interpersonal skills, customer service mindset, and ability to build effective working relationships
• Team-oriented, proactive, and committed to delivering excellent end-user experiences

Familiarity with conference-room technologies, collaboration tools, and event-support activities is an advantage

• Global Diversity: Be part of an international team of 110+ nationalities
• Trust and Growth: 70% of our leaders started at entry-level
• Continuous Learning: Internal Academy and over 250 training modules
• Vibrant Culture: Afterworks, team-building events
• Meaningful Impact: CSR initiatives including WeCare Together program