The IT Support Engineer is a key member of the IT Service Management (ITSM) team, whose mission is to ensure that IT services are delivered effectively and efficiently, while enhancing user satisfaction.

The role involves ensuring the smooth operation of technology systems, providing technical assistance and support to end users, resolving IT-related issues, and maintaining the overall functionality of computer systems, software, and networks.

Key Responsibilities :

Helpdesk Support

• Respond to user inquiries, diagnose and troubleshoot technical issues, and provide timely resolutions via phone, email, chat, remote control, or in person.

Technical Issue Resolution

• Investigate and resolve hardware, software, and network problems by analysing symptoms, performing diagnostic tests, and implementing solutions to minimise downtime and disruptions.

Incident Management

• Document and track support requests using the ticketing system.

• Prioritise and manage multiple tickets simultaneously, ensuring timely resolution.

• Communicate effectively with users regarding the status and progress of their requests.

User Account Management

• Administer user accounts, permissions, and access rights, including creation, modification, and deletion in line with established protocols and security standards.

Software and Hardware Installation

• Install, configure, and upgrade operating systems, software applications, and hardware components, ensuring compatibility, security, and optimal performance.

Audio/Video Equipment Support

• Provide technical assistance for facilities such as audio/video conferencing systems.

Documentation and Knowledge Sharing

• Create and maintain accurate documentation, including user guides, knowledge base articles, and standard operating procedures.

• Share knowledge and provide guidance to end-users.

Training and Support

• Conduct training sessions or create user guides to educate end-users on effective use of hardware, software, and IT systems.

• Provide IT onboarding to new users.

IT Asset Management

• Track, inventory, and manage IT assets, including hardware, software licences, and peripherals, ensuring compliance with organisational policies and procedures.

IT Security

• Assist in implementing and maintaining IT security policies and procedures.

• Identify and mitigate potential risks such as malware, phishing attempts, and unauthorised access.

Security Awareness

• Promote and enforce IT security best practices, including data protection, backup procedures, password management, and adherence to cybersecurity policies.

Network Support

• Assist in maintaining and troubleshooting network infrastructure, including routers, switches, firewalls, and wireless access points, ensuring reliable connectivity and data transmission.

System Maintenance

• Perform regular system monitoring, patch management, and maintenance tasks to optimise system performance, security, and reliability.

Additional Assets

• Experience with Jira or similar ticketing tools is a strong advantage (not mandatory).

• Familiarity with service desk reporting and analytics is an additional asset that brings extra value to the role.