IT Support Engineer

Key Responsibilities

• Provide day-to-day technical support for incidents and service requests through ServiceNow.

• Assist with the deployment and management of endpoint devices using Microsoft Intune, including configuration, compliance monitoring, and security patching.

• Support Azure Virtual Desktop (AVD) and AWS Workspaces environments through user onboarding, troubleshooting, and performance monitoring.

• Participate in IT transformation projects, including Windows 11 migrations, Autopilot deployments, and software rollouts.

• Setup and support AV meeting rooms for both internal and external events.

• Maintain the IT asset inventory and assist with procurement processes.

• Document processes, create user guides, and contribute to knowledge base articles.

• Collaborate with internal IT teams, shared services, procurement, and risk management to ensure compliance with security protocols, governance policies, and seamless service delivery.

• Regular interact with end-users and business unit stakeholders to understand technology requirements and optimize the overall service experience.

• Monitor and maintain performance targets related to user satisfaction, incident response times, SLAs, first-call resolution rates, and endpoint compliance.

• Use AI dashboards to analyze user engagement, identify training needs, and ensure effective adoption of new tools.

Requirements

• Diploma or bachelor's degree in IT or a related field, or equivalent practical experience.

• 2 to 4 years of experience in IT support or service desk roles.

• Hands-on experience with Microsoft Intune, Azure AD, and endpoint management.

• Exposure to AVD, AWS Workspaces, and cloud-based virtual desktop environments.

• Basic understanding of security patching processes and vulnerability tools like Qualys and Intune.

• Familiarity with ServiceNow or similar ticketing systems.

• Knowledge of IT governance frameworks such as ITIL.

• Solid understanding of networking protocols, security practices, and cloud-based technologies (Microsoft Azure, AWS).

• Expertise in hardware, software, and device lifecycle management for both desktop and mobile devices.

• Strong customer service orientation with empathy, professionalism, and the ability to deal with high-pressure situations.

• Excellent communication skills with the ability to interact and collaborate effectively across departments and with executive-level stakeholders.

• Proactive mindset with an ownership mentality, multitasking capabilities, and the ability to manage competing priorities.

• Proven ability to manage multiple IT projects simultaneously, including system upgrades and process improvements.