Senior IT Support Engineer (ID:4101)

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, OneDrive, 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 ServiceNow 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.

What You Bring to the Table:

• 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 OneDrive.

• 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 ServiceNow or similar IT service management and ticketing platforms.

• Knowledge of IT asset lifecycle management and CMDB maintenance.

You should possess the ability to:

• 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.

What We Bring to the Table:

• An opportunity to support enterprise IT infrastructure and end-user computing environments.

• Exposure to Microsoft 365, Intune, ServiceNow, and modern workplace technologies.

• Opportunities to collaborate with infrastructure, networking, security, and workplace technology teams.