IT Support Engineer

We are looking for an IT Support Engineer to join our team and provide efficient technical support to end users.

Key Responsibilities

• Provide 1st Line IT Support via phone, email, chat, and ticketing systems
• Manage incidents and service requests using ServiceNow / ITSM
• Troubleshoot hardware, software, Windows, networking, and access-related issues
• Support Microsoft 365, Active Directory, user accounts, and password/access management
• Monitor tickets and ensure compliance with SLA timelines
• Document incidents, resolutions, and contribute to Knowledge Base & CSI initiatives
• Escalate complex issues to the relevant IT teams

Job Requirements

• 3+ years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support
• Hands-on experience with ServiceNow or enterprise ITSM platforms
• Strong understanding of ITIL, Incident & Service Request Management
• Good knowledge of Windows 10/11 & Microsoft 365
• Experience with Active Directory and user/access management
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication and customer service skills
• Ability to manage multiple tickets while meeting SLA/KPI targets Nice to Have:
• ITIL Foundation certification
• Enterprise/corporate IT support experience
• Remote support tools experience
• Knowledge of Microsoft Entra ID / Azure AD