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.RequirementsKey ResponsibilitiesProvide first-level technical support for IT incidents, service requests and end-user issuesLog, categorize, prioritize, track and close incidents using ITSM tools such as ManageEngine, ServiceNow or similar platformsTroubleshoot and resolve hardware, software and basic network-related issuesProvide user support for Windows operating systems and Microsoft Office applicationsSupport users with system access, account issues, VPN connectivity and email-related problemsInstall, configure and troubleshoot desktops, laptops, printers and other end-user devicesPerform basic user administration and access management using Active DirectoryEscalate unresolved or complex technical issues to the appropriate infrastructure, network, application or security teamsFollow up on escalated incidents and ensure timely resolution and closureEnsure all incidents and service requests are handled in accordance with defined SLA timelines and IT support proceduresMaintain accurate documentation of incidents, troubleshooting steps, resolutions and recurring issuesContribute to and maintain IT knowledge-base documentation and standard troubleshooting proceduresSupport employee onboarding and offboarding activities, including user accounts, access, devices and IT setupCoordinate with internal IT teams and external IT vendors, hardware suppliers, software providers and service partners when requiredEnsure compliance with IT policies, procedures, security requirements and operational standardsRequired Technical SkillsIT Support & TroubleshootingMinimum 2 years of experience in IT support, service desk or help desk environmentsStrong knowledge of Windows Operating SystemsGood working knowledge of Microsoft Office / Microsoft 365 applicationsHands-on experience troubleshooting desktops, laptops, printers and other IT peripheralsBasic understanding of hardware and software troubleshootingNetworking & ConnectivityBasic knowledge of networking concepts including TCP/IP, DNS, DHCP and LAN/WAN fundamentalsExperience troubleshooting basic network connectivity issuesExperience supporting VPN connectivity and remote access issuesBasic understanding of network and connectivity troubleshootingITSM & Service ManagementHands-on experience with ITSM platforms, preferably ManageEngine, ServiceNow or similarExperience logging, categorizing, prioritizing, tracking and closing incidents and service requestsUnderstanding of SLA management, escalation procedures and ticket lifecycle managementAbility to maintain accurate incident records and technical documentationKnowledge of ITIL principles is preferredActive Directory & User AdministrationPractical knowledge of Active DirectoryExperience with basic user administration, account creation/modification, password resets and access-related supportUnderstanding of user onboarding and offboarding processesSecurity & System AdministrationBasic understanding of cybersecurity risks and IT security best practicesBasic system administration knowledgeAbility to follow organizational security policies and access-control proceduresUnderstanding of secure handling of user accounts, credentials and IT assetsPreferred CertificationsThe following certifications will be considered an advantage:ITIL FoundationMicrosoft certificationsAWS certificationsOracle certificationsRelevant software development or technology certificationsOther recognized IT infrastructure, support or service management certificationsStakeholder & Collaboration ResponsibilitiesThe role will work closely with:End users across the organizationIT Infrastructure and Network teamsApplications / Systems Support teamsInformation Security teamsHR and Administration teams for onboarding and offboardingExternal IT vendors and hardware suppliersSoftware providers and technical support partnersInternet and telecommunications service providersRequired Behavioral CompetenciesThe successful candidate should demonstrate:Strong stakeholder engagement and customer service orientationExcellent verbal and written communication skillsStrong collaboration and teamworkResults-oriented approach with a focus on timely resolutionAdaptability and willingness to learn new technologies and systemsProfessionalism and a strong sense of accountabilityAbility to work calmly and effectively under pressureStrong troubleshooting and problem-solving mindsetAbility to prioritize multiple incidents and service requestsStrong attention to detail and commitment to service qualityPerformance ExpectationsThe successful candidate will be expected to:Resolve a high percentage of incidents within agreed SLA timelinesMaximize First Contact Resolution (FCR) wherever possibleMaintain accurate ticket categorization, documentation and closureFulfil user service requests within agreed timelinesProvide effective support for user access, email, VPN and hardware-related issuesEscalate unresolved issues appropriately and within defined proceduresMaintain high-quality incident and knowledge-base documentationConsistently comply with IT policies, procedures and SLA requirementsDeliver a professional and positive end-user support experienceEducationBachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related fieldEquivalent relevant IT support experience may also be consideredIdeal Candidate ProfileThe 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.