IT Support Engineer – First & Second Level Support

About the role

The IT Support Engineer provides first‑ and second‑level assistance for hardware, software and network issues, ensuring smooth daily operations for end‑users. The role involves routine maintenance, ticket management and collaboration with the wider IT team to resolve incidents within agreed service levels.

Key responsibilities

• Deliver first‑ and second‑level support for hardware, software and networking problems.
• Perform routine system maintenance and preventive checks.
• Log, track and resolve support tickets while meeting SLA targets.
• Assist users with technical issues and deliver basic user training as needed.
• Maintain accurate documentation of incidents, resolutions and system configurations.
• Escalate complex issues and work closely with the IT team to ensure timely resolution.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 2–4 years of experience in IT support or systems administration.
• Strong troubleshooting abilities across hardware, software and networking.
• Experience with enterprise applications and cloud‑based solutions is a plus.
• Excellent problem‑solving, communication and customer‑service skills.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Enterprise applications
• Cloud‑based solutions