IT Support Engineer

About the role

The IT Support Engineer will act as the highest level of technical escalation within the service desk, tackling complex issues, driving root‑cause analysis and leading continuous improvement across IT support operations.

Key responsibilities

• Serve as the primary escalation point for high‑impact or recurring technical problems.
• Perform root‑cause analysis and implement long‑term solutions to prevent recurrence.
• Lead problem‑management initiatives, identify trends and address systemic issues.
• Collaborate with infrastructure, security and application teams to resolve cross‑functional challenges.
• Design and implement automation and process improvements to boost service‑desk efficiency.
• Analyze service‑desk metrics to proactively improve performance and user experience.
• Maintain documentation standards and knowledge‑management practices.
• Support planning, testing and deployment of new systems and tools.
• Provide technical guidance on endpoint management, device standards and support strategy.
• Coordinate with vendors on advanced technical issues and escalations.
• Mentor team members and participate in major incident response as needed.
• Ensure compliance with quality, security and regulatory requirements.

Required profile

• Bachelor’s degree or equivalent work experience preferred.
• 4–6+ years of experience in IT support or service delivery.
• Strong analytical, problem‑solving and documentation skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Proven ability to influence and lead without formal authority.

Required skills

• Microsoft Intune (endpoint management).
• PowerShell scripting/automation.
• Active Directory and identity/access management.
• ITIL practices, especially incident and problem management.
• Advanced troubleshooting and root‑cause analysis.