Position Overview
The Information Technology Support Engineer plays a critical role in ensuring smooth and reliable day-to-day operations by providing first-line technical support to internal users across the organisation. Reporting to the IT Manager, this role serves as the primary point of contact for IT-related requests, ensuring timely diagnosis and resolution of hardware, software, and network issues.
The role is responsible for managing support tickets, maintaining accurate records of incidents and IT assets, and working closely with senior IT team members and external vendors to resolve complex technical matters. The ideal candidate is solutions-driven, technically strong, and service-oriented, with the ability to communicate clearly with both technical and non-technical users while maintaining high standards of professionalism, security, and efficiency.
Roles and Responsibilities
IT Support & Issue Resolution
- Act as the first point of contact for all IT-related queries, ensuring timely, professional, and business-focused support via phone, email, and in person.
- Diagnose, troubleshoot, and resolve hardware, software, peripheral, and network issues using structured root-cause analysis to minimise repeat incidents.
- Escalate complex or unresolved issues with clear technical context, maintaining ownership until resolution and closure.
Systems Administration
- Administer and support Google Workspace, including user provisioning, access permissions, and security configurations in line with company standards.
- Provide end-user support for MS Dynamics ERP, coordinating effectively with functional and technical teams to ensure continuity of operations.
- Manage user accounts, passwords, and access rights with a strong focus on security, accuracy, and audit readiness.
Hardware & Software Management
- Install, configure, and maintain laptops, desktops, mobile devices, printers, and peripherals, ensuring performance and reliability.
- Ensure all devices and applications comply with company standards, licensing requirements, and security controls.
- Maintain accurate and up-to-date records of IT assets, licenses, warranties, and lifecycle status.
Onboarding & User Enablement
- Support new employee onboarding by provisioning system access, configuring equipment, and ensuring readiness from day one.
- Develop and share clear user guidance or training sessions to improve system adoption and reduce recurring support requests.
Network & Infrastructure Support
- Perform routine checks on network connectivity, server health, and security controls, proactively identifying risks or performance issues.
- Support system upgrades, patching, backups, and preventive maintenance activities to maintain stability and security.
Process Improvement & Projects
- Contribute to IT initiatives focused on improving efficiency, security, and user experience through practical, implementable solutions.
- Support the development and continuous improvement of IT support policies, procedures, and documentation.
- Participate in technology rollouts, system migrations, and change initiatives, ensuring smooth adoption and post-implementation stability..
Qualifications & Skills
Education & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 4 years hands-on experience in IT Support, Help Desk, or Service Desk roles within a corporate environment.
- Experience supporting end users across multiple business functions in a structured IT environment.
Technical & Functional Skills
- Strong experience supporting Google Workspace including user administration, access management, and security controls.
- Hands-on support experience with Microsoft Dynamics ERP, including user troubleshooting and coordination with functional and technical teams.
- Solid knowledge of Windows operating systems and standard enterprise applications.
- Practical understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
- Experience working with IT ticketing systems to manage incidents, prioritisation, SLAs, and documentation.
- Proven capability in hardware and device support including laptops, desktops, mobile devices, printers, and peripherals.
- Working knowledge of IT security best practices, user access control, and data protection.
- Valid driving licence.
Soft Skills & Competencies
- Tech-savvy and AI-oriented, with interest in using automation and emerging tools to improve IT service delivery.
- Strong customer service mindset with a focus on responsiveness and quality support.
- Clear communicator, able to translate technical issues into simple, user-friendly explanations.
- Structured problem-solver with strong analytical and troubleshooting skills.
- Well-organised, detail-focused, and disciplined in documentation and follow-up.
- Adaptable and resilient in fast-paced, support-driven environments.
- Ownership-driven team player who sees issues through to resolution.
