Senior IT Support Engineer

Your role

• Provide advanced technical support for hardware software and network issues.
• Troubleshoot and resolve issues related to Windows/Mac OS Office 365 desktop/laptop hardware mobile devices printers and network connectivity.
• Provide on-site support and support for remote users.
• Assist in deployment configuration and maintenance of IT systems and software.
• Document problem resolutions and contribute to the internal knowledge base.
• Collaborate with L1 and L3 teams for smooth incident escalation and resolution.
• Participate in system upgrades patches and deployments.
• Participate in after-hours support as needed.
• Ensure adherence to company IT policies compliance security standards and best practices.
• Provide end-user training and support as needed.
• Representing the IT department in a customer-friendly and professional manner
• Maintains an up-to-date and complete inventory of hardware and software.
• Train and mentor junior IT staff and help develop technical skills within the team.
• Develop and maintain documentation for systems processes and procedures
• Lead assigned projects
  

What youll need

• Bachelors degree in computer science Information Technology or related field (or equivalent
  experience).
• 35 years of experience in a technical support or helpdesk role.
• Skilled in the principles of IT service operations processes: incident management problem
  management request fulfilment access management asset management according to ITIL
  guidelines.
• Skilled in the delivery of interoperative desktop systems and applications in the following areas: Microsoft 365 Active Directory Administration Windows Autopilot deployment Windows for Business Updates Intune Company Portal Print and Multifunction Device Management Mobile Device Management and Vendor management
• Skilled in asset management - Maintain workstation inventory including tracking the status of IT
  assets for End User including Laptops Desktops and all peripherals.
• Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.
  Experience with ITSM tools like ServiceNow Jira Service Desk or Freshservice.
  Knowledge of scripting (e.g. PowerShell) is a plus.