IT Operation Engineer; L2

End-User & Desktop Support

• Provide Level 1 and Level 2 technical support for laptops, desktops, mobile devices, and peripherals.
• Configure, deploy, and troubleshoot Windows systems.
• Install, configure, and support printers, scanners, and related hardware.
• Setup and troubleshoot mobile devices (iOS and Android).

• Support, configure, and maintain conference room Audio/Visual systems, including video conferencing hardware.
• Support collaboration and communication services including video conferencing systems (Zoom, Teams, Skype).
• Provide on-site and remote assistance for executive meetings, town halls, and hybrid conferences to ensure seamless A/V performance.

• Configure, support, and troubleshoot in-house applications and software systems.
• Provide support for common productivity tools, including Microsoft Office and Outlook.
• Diagnose and resolve email and mail-flow issues, including Outlook configuration and mailbox access problems.
• Assist users with application issues, updates, and usage guidance.

• Perform basic server room maintenance, including equipment checks, cable management, and troubleshooting.
• Assist with monitoring and first-line troubleshooting of servers, switches, and network equipment.
• Escalate complex infrastructure issues to senior engineers or external vendors where required.

• Log, track, and resolve incidents and service requests using a ticketing system.
• Follow IT support procedures, SLAs, and security best practices.
• Maintain accurate documentation for systems, configurations, and known issues.
• Assist with onboarding and offboarding of staff, including account setup and equipment preparation.

• Possess a college diploma or bachelor’s degree in computer science or a related field, minimum 5 years of relevant work experience.
• Familiar with various Windows operating systems, printing systems and computer hardware (desktop computers, laptops, etc.).
• Familiar with the management and maintenance of Active Directory, DNS, DHCP, and shared file servers
• Good experience of networking concepts (LAN/WAN, TCP/IP), ability to support Office Network, Shared Drive, Wireless, and VPN connectivity
• Fundamental knowledge virtualization technologies (e.g., VMware)
• Experience with backup procedures and basic data recovery support.
• Familiarity with endpoint security, and patching processes.
• Hands-on experience with meeting and conference room technologies.
• Ability to work with vendors and service providers for issue resolution and equipment support.
• Strong team player who works well with others across technical and non-technical teams.