IT Support Engineer - Incident Management

Description :

We are seeking a highly skilled and dedicated IT Support Engineer with 35 years of professional experience to join our Workplace & IT Service Desk team.

This role requires strong technical expertise, exceptional customer service, and the ability to work independently while ensuring seamless IT operations across the organization.

The successful candidate will support end users, manage workplace technologies, contribute to service desk efficiency, and collaborate with teams/peers to drive continuous improvement.

Reports to : IT Service Desk Manager.

Key Responsibilities :

Workplace & End User Support :

- Deliver advanced support for workplace devices including laptops, desktops, peripherals, meeting room systems, access control systems, and mobile devices.

- Perform desk side troubleshooting, device provisioning, imaging, hardware refresh activities, and user onboarding setups.

- Ensure meeting rooms and conferencing systems (e.g., Teams Rooms) are fully operational.

- Support access systems, card readers, and onsite workplace infrastructure.

Service Desk Operations & Incident Management :

- Act as a Level 1/2 escalation point, handling complex technical incidents and guiding peers.

- Manage incidents and service requests throughout their lifecycle while ensuring SLA compliance.

- Conduct root?cause analysis for recurring issues and initiate problem management procedures.

- Enhance documentation, process guides, and knowledge base articles.

Systems, Applications & Cloud Support :

- Administer and troubleshoot Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure AD.

- Provide support for Windows Server, VMware, DNS/DHCP, and basic networking.

- Manage user identity lifecycle and perform permission reviews.

- Support deployment of software, updates, patches, and security configurations in line with company standards.

Workplace Technology Maintenance :

- Perform/Support regular health checks, patching cycles, and preventive maintenance.

- Maintain asset inventory accuracy, stock management, and hardware lifecycle planning.

- Liaise with vendors for hardware repairs and service contracts.

Remote & Multi Site Support :

- Provide remote support for employees across various office locations and work?from?home setups.

- Support IT operations during audits, site expansions, corporate events, and office relocations.

Collaboration & Continuous Improvement :

- Work closely with senior engineers to enhance processes and user experience.

- Participate in change management initiatives and provide technical inputs for IT projects.

- Suggest improvements to workplace technologies to enhance productivity.

Knowledge, Skills & Abilities :

- Strong troubleshooting and analytical skills across hardware, software, and cloud services.

- Ability to independently manage moderately complex incidents.

- Strong understanding of Microsoft 365 and Windows operating systems.

- Hands on experience with ITSM platforms (e.g. ServiceNow or JIRA.

- Excellent communication skills with a customer?centric approach.

- Ability to collaborate with cross functional teams.

- Understanding of ITIL practices (Incident, Request, Problem & Change Management).

Education & Experience :

- 3 to 5 years of experience in IT support, workplace engineering, or service desk operations.

- Preferred certifications: Microsoft 365 Fundamentals, Modern Desktop Administrator, Azure Fundamentals, ITIL Foundation.

- Experience supporting Office 365, Microsoft 365 Admin Centre, Windows OS, Windows Server basics, VMware, and endpoint management tools (Intune, SCCM, Autopilot).

- Demonstrated experience handling escalations, documentation, and root?cause analysis.

(ref:hirist.tech)