Senior IT Support Engineer

As a Senior IT Support Engineer, you will:

• Provide onsite and remote technical support for Windows laptops, desktops, peripherals, and end-user devices.
• Troubleshoot hardware, software, operating system, and application-related issues.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, and Office Suite.
• Install, configure, replace, and upgrade devices while managing IT assets throughout their lifecycle.
• Support Apple iPhones, iPads, Android smartphones, and tablets.
• Configure email, VPN, Teams, and mobile applications, including device enrollment through Microsoft Intune or other MDM solutions.
• Support Microsoft Teams Rooms, video conferencing systems, and meeting room equipment.
• Perform pre-meeting checks and provide executive meeting support when required.
• Coordinate with AV vendors and provide onsite technical support to infrastructure, network, security, server, and workplace teams.
• Perform cable patching, equipment installation, device replacement, and connectivity validation.
• Manage incidents and service requests through Service Now or equivalent ITSM tools, ensuring SLA compliance and timely resolution.
• Maintain accurate IT asset inventories and CMDB records while supporting site audits and technology refresh projects.

• 8–10 years of professional experience in onsite IT support, desktop support, or end-user computing.
• Strong knowledge of Windows 10/11 operating systems and hardware troubleshooting.
• Hands-on experience supporting Microsoft 365, Teams, Outlook, and One Drive.
• Experience supporting Apple iOS devices and Android smartphones and tablets.
• Knowledge of Microsoft Intune, mobile device management (MDM), and device enrollment.
• Experience supporting Microsoft Teams Rooms and video conferencing technologies.
• Understanding of networking fundamentals, including LAN, Wi‑Fi, TCP/IP, and VPN.
• Familiarity with Service Now or similar IT service management and ticketing platforms.
• Knowledge of IT asset lifecycle management and CMDB maintenance.

• Diagnose and resolve complex end‑user hardware, software, and connectivity issues.
• Deliver efficient onsite support while maintaining service quality and SLA commitments.
• Configure and troubleshoot laptops, mobile devices, collaboration tools, and meeting room systems.
• Coordinate with infrastructure teams, network engineers, security teams, and external vendors.
• Manage incidents, service requests, and technical escalations through ITSM tools.
• Maintain accurate technical documentation, asset records, and configuration data.
• Support technology refreshes, site audits, and operational improvement initiatives.
• Communicate effectively with end users and provide reliable technical assistance.

• An opportunity to support enterprise IT infrastructure and end‑user computing environments.
• Exposure to Microsoft 365, Intune, Service Now, and modern workplace technologies.
• Opportunities to collaborate with infrastructure, networking, security, and workplace technology teams.