IT Support Engineer - First/Second Line

Responsibilities:

• Be the First Responder: Serve as the primary point of contact for all incoming IT support requests via our ticketing system, email, chat channels, or walk-ups, for all our employees.

• Triage & Troubleshoot: Diagnose and resolve hardware, software, and basic network issues. Know when to fix it on the spot and when to escalate complex issues to the Tier 2/System Administration team.

• Manage the User Lifecycle: Execute onboarding and offboarding processes. Create accounts in Active Directory/Google Workspace/MFA, configure workstations, and set up secure access.

• Deploy & Maintain Hardware: Prepare, image, and deploy both Windows and Apple-based devices. Help procure and maintain office tech, including monitors, docking stations, conference room AV equipment, office cable management.

• Support Equipment Procurement: Help with local hardware/software vendor communication, coordination and procurement.
• Office Access: Maintain and support our office access systems used by employees and visitors.
  
  
• Server Room: Help maintain our local and relatively basic server room, including the systems which reside there.

• Educate, Document & Automate: Write clear, simple "How-To" guides for our internal knowledge base to help users solve common problems on their own. Support the automation process for recurring tasks.

Relevant experience

• The Essentials: 3+ years of experience in an IT Helpdesk or customer-facing technical support role.

• Customer-First Mindset: You possess excellent communication skills, and the patience to explain technical concepts to non-technical staff.

• Core Tech Experience: Strong hands-on experience troubleshooting and administration of Windows, MacOS, Google suite, MS Office and related tools. Experience with AI-assisted automation.

• Admin Basics: Familiarity with user, group and policies management in Active Directory and Google Admin console.

• Hardware Fundamentals: A strong understanding of laptop hardware, peripherals, and basic network concepts (Wi-Fi, VPNs, IP addresses).

 

Bonus Points:

• Experience with working in as well as administration of IT Service Management tools like ManageEngine and Atlassian Jira.

• Basic familiarity with running PowerShell commands and scripting.

• Experience supporting Google Workspace (Gmail, Drive) in a corporate setting.

• Familiarity and basic understanding of ITIL

• Relevant IT certifications.