IT Support Engineer (L1 / L2)

Role Overview

We are seeking an experienced IT Support Engineer (Level 1 / Level 2) to provide hands-on technical support across end-user devices, business applications, and basic infrastructure. This role requires strong troubleshooting skills, solid industry experience, and the ability to work collaboratively within a fast-paced environment. The successful candidate will support day-to-day IT operations while contributing to service stability and continuous improvement.

Key Responsibilities

End-User & Desktop Support

• Provide Level 1 and Level 2 technical support for laptops, desktops, mobile devices, and peripherals.

• Configure, deploy, and troubleshoot Windows and/or macOS systems.

• Install, configure, and support printers, scanners, and related hardware.

• Set up and troubleshoot mobile devices (iOS and Android), including email and security configurations.

Software & Application Support

• Configure, support, and troubleshoot in-house applications and software systems.

• Provide support for common productivity tools, including Microsoft Office and Outlook.

• Diagnose and resolve email and mail-flow issues, including Outlook configuration and mailbox access problems.

• Assist users with application issues, updates, and usage guidance.

Infrastructure & Server Room Support

• Perform basic server room maintenance, including equipment checks, cable management, and troubleshooting.

• Assist with monitoring and first-line troubleshooting of servers, switches, and network equipment.

• Escalate complex infrastructure issues to senior engineers or external vendors where required.

IT Operations & Support Processes

• Log, track, and resolve incidents and service requests using a ticketing system.

• Follow IT support procedures, SLAs, and security best practices.

• Maintain accurate documentation for systems, configurations, and known issues.

• Assist with onboarding and offboarding of staff, including account setup and equipment preparation.

Additional Technical Requirements

• Basic understanding of Active Directory (user accounts, groups, password resets).

• Fundamental knowledge of networking concepts (LAN/WAN, TCP/IP, DNS, DHCP).

• Experience with backup procedures and basic data recovery support.

• Familiarity with endpoint security, antivirus tools, and patching processes.

• Ability to work with vendors and service providers for issue resolution and equipment support.

Required Experience & Qualifications

• Proven industry experience in an IT Support or Helpdesk role covering L1 and L2 support.

• Strong hands-on experience supporting end-user hardware, software, and email systems.

• Relevant IT certifications (e.g. CompTIA A+, Network+, Microsoft certifications) are advantageous but not mandatory.

Soft Skills & Personal Attributes

• Strong team player who works well with others across technical and non-technical teams.

• Excellent communication skills, with the ability to explain technical issues clearly to end users.

• Customer-focused mindset with a proactive and problem-solving approach.

• Well-organised, reliable, and able to manage multiple tasks effectively.

• Willingness to learn, adapt, and take ownership of issues from start to resolution.
  

  Contract Type

  Rolling contract, subject to performance and business needs.