IT Support - Junior Engineer

JOB OBJECTIVE: The IT Support Engineer is responsible for delivering reliable, responsive, and high-quality end-user IT support across offices and plant locations. Operating at L1/L2 level, the role covers the full incident lifecycle from first-call logging through diagnosis, resolution, and closure, and encompasses desktop/endpoint management, identity and access, and IT asset management. The Engineer ensures users can always work productively and securely, while contributing to continual service improvement through documentation, knowledge sharing, and proactive identification of recurring issues.KEY ACCOUNTABILITIES:End-User Support (L1/L2)Serve as the first point of contact for all IT support requests via phone, email, walk-in, and the ITSM portal (ServiceNow)Log, classify, and prioritise incidents and service requests in accordance with SLA tiersDiagnose and resolve hardware, software, and connectivity issues for desktops, laptops, printers, and peripheralsEscalate unresolved incidents to L3/specialist teams with full documentation and troubleshooting historyManage and track all assigned tickets to closure, ensuring proactive user communication throughoutFirst Call Resolution (FCR) rate >= 70%% of incidents resolved within SLAAverage ticket resolution timeUser satisfaction (CSAT) scoreDesktop & Endpoint ManagementSet up, configure, and deploy desktops, laptops, and mobile devices (Windows 10/11, iOS, Android)Manage endpoint provisioning and decommissioning following IT asset lifecycle proceduresInstall, configure, and update operating systems, business applications, and security patchesMaintain compliance with endpoint security policies including antivirus, encryption, and patch managementSupport the full Microsoft 365 suite (Outlook,Teams, SharePoint, OneDrive) for all end users% of endpoints patch-compliant% of deployments completed on scheduleEndpoint uptime rateIdentity & AccessManagementManage user accounts, groups, and permissions in Active Directory and Azure ADProvision and deprovision user access across business systems per approved access request workflowPerform periodic access reviews and enforce least-privilege principlesSupport MFA enrolment and troubleshooting for all usersAccess provisioning turnaround time% of deprovisioning completed within 24hrs of offboardingZero unauthorised access incidentsNetwork & Connectivity SupportTroubleshoot LAN/WAN connectivity, VPN, and Wi-Fi issues at L1/L2 levelCoordinate with the network/infrastructure team for escalated connectivity incidentsSupport meeting room AV/VC setups (Teams Rooms, projectors, video conferencing)Assist with basic network port activation and cable patching in coordination with the infrastructure team% of network incidents resolved at L1/L2MTTR for connectivity incidentsIncident & ChangeManagementFollow ITIL-aligned incident management processes and contribute to root cause identificationParticipate in the change advisory process by testing and validating changes in the end-user environmentDocument all incidents, workarounds, and resolutions accurately in the ITSM systemSupport major incident (P1/P2) communication and coordination as required% of incidents with complete resolution documentation% of changes tested and validated on scheduleReduction in repeat incidentsIT Asset ManagementMaintain accurate records of all IT assets (hardware and software) in the CMDB/asset registerConduct periodic physical verification of IT assets across office and plant locationsFlag assets approaching end-of-life and recommend refresh/replacement in a timely mannerAsset register accuracy >= 98%% of EOL assets actioned on timeIT Documentation &Knowledge ManagementCreate and maintain knowledge base articles, FAQs, and how-to guides for common issuesDocument SOPs for recurring support processes to reduce resolution time and enable self-serviceContribute to onboarding materials for new users covering IT tools and systemsNumber of KB articles published per quarterSelf-service resolution rate via KBPolicies, Compliance & HSEAdhere to all IT security policies, data protection guidelines, and acceptable use policiesSupport IT audit activities by providing accurate documentation and evidence as requiredComply with company HSE policies and report any safety incidents or near misses promptlyEnsure legal and regulatory compliance in areas relevant to IT service deliveryZero policy violationsAudit readiness scoreHSE compliance rateJOB REQUIREMENTS: A.Minimum Qualifications:• Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent• Diploma holders with strong hands-on experience may be consideredB.Certifications:• ITIL Foundation - Essential• CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate - Essential (or equivalent experience)• Microsoft 365 Fundamentals (MS-900) - Preferred• CompTIA Network+ - PreferredC.Minimum Experience:• 2 years of experience in an IT support or helpdesk role (L1/L2)• Demonstrated experience supporting Windows desktop environments and Microsoft 365• Hands-on experience with Active Directory, user account management, and endpoint configuration• Experience working within an ITSM framework (ServiceNow preferred)• Exposure to multi-site or industrial/operational environments is an advantageD.Competencies (Knowledge, Skills & Abilities):Windows Desktop OSProficient in Windows 10/11 deployment, troubleshooting, and managementMicrosoft 365Hands-on support for Outlook, Teams, SharePoint, OneDrive, and M365 admin portalActive Directory & Azure ADUser/group management, GPO basics, conditional access, MFAITSM ToolsManageEngine or equivalent - ticket lifecycle, SLA management, CMDBEndpoint ManagementMicrosoft Intune for device provisioning, patching, and policy enforcementNetworking FundamentalsTCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting at L1/L2Hardware SupportDesktops, laptops, printers, peripherals - diagnosis, repair, and replacementIT Security AwarenessEndpoint hardening, antivirus, patch compliance, phishing awarenessRemote Support ToolsProficient with remote desktop and screen-sharing support tools