IT Support Engineer - (Help Desk & Infrastructure Support)

We are looking for an experienced IT Support Engineer / IT Help Desk Specialist to provide first-line technical support and ensure smooth day-to-day IT operations within a professional office environment.

The successful candidate will be responsible for handling IT incidents and service requests, troubleshooting hardware, software and network issues, supporting user access and connectivity, and ensuring all incidents are properly logged, tracked and resolved within agreed SLA timelines.

The role requires strong customer service and communication skills, along with practical knowledge of Windows, Microsoft Office, Active Directory, basic networking and ITSM platforms.

Key Responsibilities

• Provide first-level technical support for IT incidents, service requests and end-user issues.
• Log, categorize, prioritize, track and close incidents using ITSM tools such as ManageEngine, ServiceNow or similar platforms.
• Troubleshoot and resolve hardware, software and basic network-related issues.
• Provide user support for Windows operating systems and Microsoft Office applications.
• Support users with system access, account issues, VPN connectivity and email-related problems.
• Install, configure and troubleshoot desktops, laptops, printers and other end-user devices.
• Perform basic user administration and access management using Active Directory.
• Escalate unresolved or complex technical issues to the appropriate infrastructure, network, application or security teams.
• Follow up on escalated incidents and ensure timely resolution and closure.
• Ensure all incidents and service requests are handled in accordance with defined SLA timelines and IT support procedures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions and recurring issues.
• Contribute to and maintain IT knowledge-base documentation and standard troubleshooting procedures.
• Support employee onboarding and offboarding activities, including user accounts, access, devices and IT setup.
• Coordinate with internal IT teams and external IT vendors, hardware suppliers, software providers and service partners when required.
• Ensure compliance with IT policies, procedures, security requirements and operational standards.

Required Technical Skills

IT Support & Troubleshooting

• Minimum 2 years of experience in IT support, service desk or help desk environments.
• Strong knowledge of Windows Operating Systems.
• Good working knowledge of Microsoft Office / Microsoft 365 applications.
• Hands-on experience troubleshooting desktops, laptops, printers and other IT peripherals.
• Basic understanding of hardware and software troubleshooting.

Networking & Connectivity

• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP and LAN/WAN fundamentals.
• Experience troubleshooting basic network connectivity issues.
• Experience supporting VPN connectivity and remote access issues.
• Basic understanding of network and connectivity troubleshooting.

ITSM & Service Management

• Hands-on experience with ITSM platforms, preferably ManageEngine, ServiceNow or similar.
• Experience logging, categorizing, prioritizing, tracking and closing incidents and service requests.
• Understanding of SLA management, escalation procedures and ticket lifecycle management.
• Ability to maintain accurate incident records and technical documentation.
• Knowledge of ITIL principles is preferred.

Active Directory & User Administration

• Practical knowledge of Active Directory.
• Experience with basic user administration, account creation/modification, password resets and access-related support.
• Understanding of user onboarding and offboarding processes.

Security & System Administration

• Basic understanding of cybersecurity risks and IT security best practices.
• Basic system administration knowledge.
• Ability to follow organizational security policies and access-control procedures.
• Understanding of secure handling of user accounts, credentials and IT assets.

Preferred Certifications

The following certifications will be considered an advantage:

• ITIL Foundation
• Microsoft certifications
• AWS certifications
• Oracle certifications
• Relevant software development or technology certifications
• Other recognized IT infrastructure, support or service management certifications

Stakeholder & Collaboration Responsibilities

The role will work closely with:

• End users across the organization
• IT Infrastructure and Network teams
• Applications / Systems Support teams
• Information Security teams
• HR and Administration teams for onboarding and offboarding
• External IT vendors and hardware suppliers
• Software providers and technical support partners
• Internet and telecommunications service providers

Required Behavioral Competencies

The successful candidate should demonstrate:

• Strong stakeholder engagement and customer service orientation.
• Excellent verbal and written communication skills.
• Strong collaboration and teamwork.
• Results-oriented approach with a focus on timely resolution.
• Adaptability and willingness to learn new technologies and systems.
• Professionalism and a strong sense of accountability.
• Ability to work calmly and effectively under pressure.
• Strong troubleshooting and problem-solving mindset.
• Ability to prioritize multiple incidents and service requests.
• Strong attention to detail and commitment to service quality.

Performance Expectations

The successful candidate will be expected to:

• Resolve a high percentage of incidents within agreed SLA timelines.
• Maximize First Contact Resolution (FCR) wherever possible.
• Maintain accurate ticket categorization, documentation and closure.
• Fulfil user service requests within agreed timelines.
• Provide effective support for user access, email, VPN and hardware-related issues.
• Escalate unresolved issues appropriately and within defined procedures.
• Maintain high-quality incident and knowledge-base documentation.
• Consistently comply with IT policies, procedures and SLA requirements.
• Deliver a professional and positive end-user support experience.

Education

• Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Equivalent relevant IT support experience may also be considered.

Ideal Candidate Profile

The ideal candidate will be a hands-on IT Support / Service Desk professional who is comfortable working directly with end users and resolving day-to-day technical issues. They should have practical experience with Windows, Microsoft Office, Active Directory, ITSM tools, VPN, email, hardware, basic networking and SLA-driven support environments.