IT Support Engineer

Job Overview

IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high‑quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

• Provide expert‑level technical assistance across Windows, macOS, and mobile platforms.
• Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
• Take ownership of persistent or high‑impact technical problems, applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to expedite issue resolution.
• Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable, user‑friendly, and aligned with hybrid work needs.
• Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Provide input on planning, implementation, and post‑deployment support.
• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.
• Travel occasionally to regional offices to deliver hands‑on support, assist with deployments, and build relationships with local teams.
• Ensure consistent service standards across locations.

• Advanced Troubleshooting
  Diagnoses and resolves complex, persistent, or multi‑layered technical issues across Windows, macOS, and mobile platforms.
  Applies structured problem‑solving and leverages enterprise tools to ensure long‑term resolution and user satisfaction.
• MacOS Expertise
  Demonstrates deep proficiency in macOS administration, including user account management, software deployment, system preferences, and device compliance.
  Confidently supports Apple environments in mixed‑platform workplaces.
• Security Awareness
  Upholds high standards of endpoint and data security in collaboration with SOC.
  Supports patching, access controls, and incident response protocols while promoting user awareness and safe practices.
• Project Collaboration
  Actively contributes to cross‑functional IT initiatives such as infrastructure upgrades, office expansions, and technology rollouts.
  Provides technical input, support implementation, and ensures smooth transitions for end users.
• Documentation & Knowledge Sharing
  Creates and maintains clear, actionable documentation including SOPs, troubleshooting guides, and internal knowledge base articles.
  Shares expertise with peers and junior staff to promote consistency and continuous learning.
• Customer Service Excellence
  Delivers high‑quality support across multiple channels—face‑to‑face, Teams, email—with professionalism, empathy, and clarity.
  Builds trust with users by resolving issues efficiently and communicating effectively.
• Autonomy & Leadership
  Operates independently with minimal supervision, managing priorities and resolving escalations.
  Mentors junior team members, leads local initiatives, and contributes to team development and service improvement.

• Bachelor’s degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience).

• Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).

• Strong professional IT support experience, including remote and onsite roles.
• At least 2 years of experience in IT operations or IT support function.
• Advanced proficiency in Windows, macOS, and mobile platforms.
• Strong experience with MDM tools (Jamf Pro, Intune).
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Hands‑on experience with troubleshooting end‑user IT equipment (Laptops, Monitor, etc.) hardware issues will be an added advantage.
• Strong understanding of basic IT technical concepts such as Microsoft Services,…