IT Support Engineer

Hiring: IT Support Engineer

Fully Remote | Mid-Shift Schedule | Monday–Friday

We’re looking for a hands-on and customer-focused IT Support Engineer with at least 3 years’ experience in IT support/helpdesk environments to join a growing support team supporting global users and infrastructure environments. This role is ideal for someone with solid experience in Microsoft technologies, networking, cloud-based support, and customer issue resolution within fast-paced environments.

As part of the team, you’ll manage support queues, handle escalations, support end users across multiple technologies, and ensure excellent customer experience through timely issue resolution and communication.

Key Responsibilities

• Manage and resolve assigned helpdesk tickets within agreed service levels
• Handle escalations from 1st line support and client-raised issues
• Answer support calls, log incidents, and maintain accurate ticket documentation
• Troubleshoot hardware, software, networking, and cloud-related issues
• Escalate complex issues to relevant teams or third parties when necessary
• Provide proactive updates to customers throughout issue resolution
• Support and collaborate with the wider Helpdesk team during high-volume periods
• Assist users across Microsoft environments, networking setups, and cloud platforms

Day-to-Day Tasks

• Ensure all support requests are logged and responded to promptly
• Identify issue severity and prioritize tickets accordingly
• Maintain clear and accurate call/ticket records
• Monitor ongoing tickets and provide consistent customer updates
• Coordinate with internal teams and external vendors for issue resolution
• Proactively inform customers of known issues and service updates
• Support continuous improvement of helpdesk processes and service delivery

Requirements

• At least 3 years’ experience in IT Support, Helpdesk, or Service Desk environments
• Experience in a customer-focused IT support role
• Strong troubleshooting, critical thinking, and problem-solving skills
• Experience handling ticketing systems and logging customer issues

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• Strong knowledge of:
• Windows OS & Mac OSX
• Microsoft Server environments
• LAN / WAN / Wi-Fi networking
• Active Directory (ADDS) & Azure AD
• Office 365, Azure, and Intune
• Exchange Online and email administration
• Endpoint security tools such as BitDefender, MS Defender, and SentinelOne
• Familiarity with AI productivity tools such as Copilot and ChatGPT
• Excellent communication skills and ability to work independently in a remote setup

What We’re Looking For

• Someone proactive, dependable, and highly customer-oriented
• Comfortable working in a fast-paced support environment
• Strong ownership mindset and attention to detail
• A collaborative team player who can remain flexible during busy periods