About the Role

We are looking for an experienced and service-oriented IT Support Engineer to provide onsite and remote technical support to our customers and users.

The successful candidate should be comfortable troubleshooting desktops, laptops, mobile devices, Windows environments and basic network-related issues. The role also requires regular interaction with customers, external stakeholders, vendors and senior management users, so good communication, professionalism and ownership of issues are important.

This is a hands-on support position suited for someone who can independently diagnose technical issues, coordinate with the relevant parties and follow through until problems are properly resolved.

Key Responsibilities

End-User IT Support

Provide onsite and remote IT support to customers and end users.

Diagnose and troubleshoot hardware, software and operating system issues involving:

Desktop computers

Laptops

Mobile phones

Tablets

Peripheral devices

Support Windows-based user environments, including Windows 7, 8, 10 and 11.

Provide support for commonly used Microsoft Office applications.

Troubleshoot and support iOS and Android mobile/tablet devices.

Assist users through remote support tools such as LogMeIn, TeamViewer and Windows Remote Desktop (RDP).

Guide users through technical issues clearly and professionally, whether support is provided onsite, over the phone or remotely.

Windows Server & Network Support

Provide basic support and troubleshooting for Windows Server environments.

Possess working knowledge of areas such as:

Active Directory (AD)

DHCP

DNS

Perform basic troubleshooting of LAN and wireless network connectivity.

Identify whether technical issues are related to the endpoint device, network, server or another component and escalate where appropriate.

IT Security & Maintenance

Monitor and oversee computer security and antivirus updates across supported devices.

Assist in ensuring computers and devices are appropriately maintained and updated.

Identify security- or system-related issues encountered during day-to-day support and coordinate follow-up actions where necessary.

Incident Documentation & Reporting

Log reported IT problems, troubleshooting performed and resolutions provided.

Maintain proper records of recurring and resolved technical issues.

Prepare and submit weekly reports to external stakeholders, including Excel-based reporting where required.

Ensure support records are clear, accurate and sufficiently detailed for internal and external stakeholders to understand the status of outstanding matters.

Hardware & Asset Administration

Maintain an accurate inventory of IT hardware and equipment.

Keep appropriate records of equipment maintenance and servicing activities.

Assist in tracking hardware issued, maintained or supported as part of the IT environment.

Stakeholder & Vendor Coordination

Liaise with customers, external stakeholders and third-party vendors on IT-related matters.

Coordinate troubleshooting and follow-up activities where resolution requires involvement from external vendors or service providers.

Communicate technical matters clearly to both technical and non-technical stakeholders.

Take ownership of assigned support matters and follow through to resolution or proper escalation.

Senior Management / VVIP Support

Provide professional IT support to senior management and VVIP users.

Handle requests from senior stakeholders with discretion, responsiveness and good communication.

Remain calm and professional when dealing with urgent or high-priority technical issues.

Requirements

Diploma, certificate or equivalent qualification in Information Technology, Computer Engineering or a related discipline.

Approximately 3–5 years of relevant working experience in IT technical support.

Hands-on experience troubleshooting desktops, laptops and end-user computing devices.

Experience supporting Windows operating systems and Microsoft Office applications.

Experience supporting iOS and Android mobile/tablet devices.

Basic knowledge of Windows Server, including Active Directory, DHCP and DNS.

Basic knowledge and practical troubleshooting experience involving LAN and wireless networking.

Familiarity with remote support tools such as TeamViewer, LogMeIn and/or Windows RDP.

Experience supporting senior management or VVIP users will be highly relevant.

Able to prepare basic administrative and support reports using applications such as Microsoft Excel.

Good verbal and written communication skills.

Good administrative and documentation skills.

Resourceful and able to troubleshoot issues systematically.

Able to work independently and take initiative when resolving problems.

Responsible and willing to take ownership of assigned support matters.

Positive working attitude and strong service mindset are essential.

What We Are Looking For

Beyond technical knowledge, the candidate should be someone who does not simply wait for instructions when a user reports a problem. We are looking for someone who can investigate the issue, identify the likely cause, communicate with the relevant stakeholders or vendors, and follow the matter through to an appropriate resolution.

Because the role involves customer-facing and senior-management support, the candidate should also be able to communicate confidently and professionally rather than being technically capable but weak in stakeholder interaction.