OVERVIEW

We are seeking a skilled and proactive Service Management Engineer to provide second-line technical support for IT systems and users across the organization. This role is critical in ensuring the stability, performance, and usability of our IT infrastructure by resolving escalated issues from Level 1 support and maintaining core systems and services.

QUALIFICATIONS

• Strong experience with Microsoft technologies (Windows 10/11, Office 365, Active Directory)
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience using remote support tools (e.g., TeamViewer, RDP)
• Understanding of ticketing systems and service desk operations
• ITIL Foundation certification (preferred)

ESSENTIAL SKILLS

• Excellent troubleshooting and diagnostic skills
• Strong verbal and written communication skills
• Customer-focused attitude with a sense of urgency
• Ability to prioritize, multitask, and meet deadlines
• High attention to detail and methodical work habits
• Team player with a proactive mindset
• Willingness to learn and adapt to new technologies

DESIRED SKILLS

• Experience with MacOS or Linux
• Knowledge of cloud services (AWS)
• Scripting knowledge (PowerShell, Bash)
• Certifications (CompTIA A+/Network+, Microsoft MCP/MCSA, etc.)

EXPERIENCE

• IT support experience, including at least 1 year at Level 2

• Diagnose and resolve Level 2 technical issues in hardware, software, networks, and end-user devices (Windows, Mac, mobile)
• Act as an escalation point for Level 1 support; manage tickets via ITSM tools (e.g., ServiceNow)
• Provide support for Office 365, Active Directory, VPNs, printing, and security tools
• Perform user account administration (AD, Exchange, M365), device imaging, and system configuration
• Collaborate with infrastructure, network, and security teams for issue resolution
• Understand and support the wide range of applications in use.
• Install, configure, and maintain laptops, desktops, printers, and peripherals
• Support remote users and troubleshoot connectivity issues
• Assist with software deployments, patching, and endpoint management (e.g., SCCM, Intune)
• Document known issues and workarounds in the knowledge base
• Ensure compliance with IT policies, procedures, and security best practices
• Participate in projects such as upgrades, rollouts, and office setups