Senior Support Engineer

Key Responsibilities:

• Deliver Level 2 technical support for hardware and software challenges across desktops, laptops,

mobile devices, and peripheral equipment.

• Diagnose, troubleshoot, and resolve technical incidents and service requests for end-users

both remotely and onsite.

• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers,

scanners, and additional peripherals.

• Offer application support for Microsoft 365, VPN, collaboration tools, and other standard

business applications.

• Execute device imaging, configuration, deployment, replacement, and hardware refresh

tasks.

• Ensure compliance of end-user devices with IT security and compliance standards, such as

antivirus, patching, encryption, and other security measures.

• Maintain precise hardware and software asset inventory, including tracking of lifecycle and licenses.

• Document, manage, and monitor incidents, service requests, and changes utilizing ITSM tools like

ServiceNow in accordance with ITIL processes.

• Collaborate with network, infrastructure, security, application, and other IT teams to address

complex issues and support IT initiatives.

• Assist in system upgrades, migrations, hardware rollouts, software deployments, and various

infrastructure projects.

• Coordinate with external vendors and service providers for hardware replacements, software

issues, procurement, and technical escalations.

• Provide guidance and basic technical training to end users regarding IT systems, applications, and

security protocols.

• Identify recurring issues, process deficiencies, and operational risks, proposing suitable

solutions or enhancements.

• Deliver onsite support at secondary locations and warehouses as required by business

needs.

• Engage in operational activities to ensure prompt resolution of incidents in alignment with

agreed SLA ITIL processes.

• Compile and submit monthly timesheets to formally document services rendered.

• Required Skills and Competencies

• Extensive experience in End-User Computing Desktop Support and IT Infrastructure Support.

• Proficient knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration

tools.

• Hands-on experience with hardware troubleshooting, device deployment, imaging, and configuration.

• Familiarity with ITSM and ITIL processes and tools such as ServiceNow or JIRA.

• Understanding of endpoint security, patching, antivirus, encryption, and compliance

requirements.

• Experience in managing IT assets and overseeing hardware and software lifecycles.

• Strong troubleshooting and problem-solving abilities.

• Capability to work independently in an onsite customer setting.

• Excellent communication and stakeholder management skills.

• Ability to collaborate effectively with local and global IT teams as well as external vendors.

• Willingness to travel to secondary sites and warehouses when necessary.