IT Support Engineer

WHAT YOU’LL DO:

• Provide first-line contact and support to clients via phone, email, remote access, and on-site visits, ensuring timely and effective resolution of technical issues.
• Perform proactive troubleshooting and break/fix triage across a wide range of IT infrastructure including hardware, software, networking, and AV systems.
• Coordinate and collaborate with on-site technicians to deliver additional support and ensure seamless issue resolution.
• Engage directly with vendors and manufacturers (e.g., Cisco, Microsoft, QSC, Crestron, Biamp) to escalate and resolve complex technical issues.
• Maintain and optimize the current technology infrastructure to ensure reliability, performance, and alignment with business needs.
• Ensure infrastructure resilience through robust backup and recovery strategies, disaster planning, and proactive risk mitigation.
• Deliver high-quality, business-focused IT support services in line with agreed SLAs, ensuring minimal disruption and maximum uptime.
• Collaborate effectively with internal and external teams across regions to maintain a secure and compliant technology environment.
• Monitor and adapt to emerging network and AV technologies, implementing improvements and upgrades where appropriate.
• Contribute to the execution of the IT strategy, supporting the achievement of corporate goals and objectives.
• Identify and implement opportunities for continuous improvement in systems, processes, and service delivery.
• Manage multiple support tickets simultaneously, demonstrating strong time management, prioritization, and organizational skills.

WHAT YOU NEED TO SUCCEED:
Proven experience in an IT Engineer or Technician role, with a strong foundation in troubleshooting and technical support.
Ability to communicate clearly and effectively across all levels of the organization and with external stakeholders, adapting to varying levels of technical understanding.
Demonstrated ability to work independently and collaboratively, delivering results within defined success metrics.
Analytical and pragmatic approach to problem-solving, with a proactive mindset and attention to detail.
Self-motivated and adaptable, with a strong desire to learn, develop, and upskill in emerging technologies.
Passion for continuous technical development, with a keen interest in platforms such as QSC, Crestron, Cisco, Microsoft, Biamp, and other AV/IT systems.
Comfortable working in a dynamic environment with rotating weekly shifts to support a global customer base.

PREFERRED SKILLS:

• Degree in Information Technology or a related discipline, or equivalent professional experience.
• Exposure to AV/VC technologies and control systems is desirable but not essential (e.g., Crestron, QSC, Biamp, Cisco Webex, Microsoft Teams Rooms).
• Recognized IT certifications (e.g., ITIL, CompTIA, Microsoft, Cisco).
• Familiarity with WAN technologies including MPLS, VPN, SD-WAN, and web filtering.
• Strong documentation and reporting skills to support knowledge sharing and process improvement.

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