IT Support Engineer - IT Service Desk

Responsibilities

About the team:
The IT Service Desk team focuses on resolving level 2/3 IT incidents and troubleshooting underlying problems and developing long-term solutions. We are seeking an IT Support Engineer to help us grow our IT environment.

- Manage and resolve IT tickets. Investigate, diagnose, and resolve technical issues within defined service level agreements (SLAs), escalating complex issues when appropriate.
- Prioritise effectively, managing multiple competing tasks concurrently.
- International collaboration and ownership of IT-related projects across a range of services.
- Assist with the development of tools and solutions to increase the operational efficiency of our IT Service, while always focusing on excellent customer experience.
- Partner with internal and external teams to evaluate technical solutions, provide recommendations, obtain consensus and plan and execute services.
- Champion the use of self-service IT resources, such as self-service support tools and knowledge base.
- Assist in tracking and managing IT assets, including hardware and software inventory.
- Manage event support, set up AV and live stream equipment.
- Create, update and maintain technical documentation.
- Comfortable working autonomously and as part of an international team.
- IT assets inventory management and conducting regular audits.

Qualifications

Minimum Qualification(s):
- Bachelor's Degree in Computer Science, Systems Science, Computer Engineering, or related fields.
- Excellent customer service skills and passion for exceeding expectations.
- Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms.
- Ability to place clients at the forefront of all interactions, understand their requirements and create a positive client experience throughout.
- Comfortable working under pressure and delivering within tight timeframes.
- Excellent written and verbal communication skills.
- Excellent diagnostic and effective problem-solving techniques.

Preferred Qualification(s):
- Proven ability to prioritise and manage multiple high-priority tasks simultaneously.
- Ability to adapt troubleshooting approaches based on the specific problem and environment.