Provide L1/L2 technical support for employees, including device provisioning, onboarding and offboarding, hardware troubleshooting, endpoint management, security compliance, asset lifecycle tracking, and ITSM incident resolution. Support Windows, Microsoft 365, identity platforms, networks, VPNs, and endpoint security tools. Maintain documentation and inventory records, meet service-level agreements, and coordinate with security, infrastructure, HR, facilities, and vendors.
Role Overview
We are looking for an experienced IT Support Engineer / IT Support Analyst to provide end-to-end IT support for employees, including device provisioning, onboarding, hardware support, endpoint security, and troubleshooting.
- Provide L1/L2 technical support to employees for laptops, desktops, operating systems, applications, peripherals, and connectivity issues.
- Manage complete employee IT onboarding and offboarding, including laptop allocation, account setup, software installation, access provisioning, asset recovery, and device decommissioning.
- Perform laptop/desktop imaging, configuration, deployment, patching, and software installation as per company standards.
- Troubleshoot and maintain hardware components such as laptops, desktops, monitors, docking stations, printers, keyboards, batteries, RAM, and storage devices.
- Manage and support Microsoft 365 applications, Active Directory / Entra ID, VPN, Wi-Fi, LAN, and other workplace technologies.
- Administer endpoint devices using tools such as Microsoft Intune, SCCM/MECM, Windows Autopilot, or equivalent endpoint management platforms.
- Ensure endpoint security and compliance, including antivirus/EDR, firewall, BitLocker, security patches, device compliance, and security policy enforcement.
- Monitor and troubleshoot malware, virus, suspicious applications, unauthorized software, and endpoint security alerts, escalating security incidents to the Information Security team when required.
- Maintain accurate IT asset inventory, including device allocation, tracking, repair, replacement, warranty, and lifecycle management.
- Manage incidents and service requests through ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms, ensuring SLA adherence.
- Coordinate with Information Security, Network, Infrastructure, HR, Facilities, and external vendors to resolve technical issues and support employee requirements.
- Maintain IT documentation, SOPs, troubleshooting guides, and asset records, and identify opportunities to improve IT support processes.
- 5+ years of experience in IT Support / Desktop Support / EUC / IT Infrastructure Support.
- Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and endpoint management.
- Good knowledge of hardware troubleshooting, networking, VPN, endpoint security, antivirus/EDR, malware detection, and patch management.
- Strong communication, troubleshooting, problem-solving, and employee-facing support skills.
Preferred: ITIL, Microsoft, CompTIA, or relevant technical certifications.
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