IT Support Engineer
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Key skills for this role
About the Role
IFS is seeking an experienced IT Support Engineer to provide advanced technical support across Windows, macOS, and mobile platforms. The role involves troubleshooting complex issues, supporting office IT infrastructure, and mentoring junior staff.
Key Skills for This Role
Responsibilities
- Deliver advanced multi platform support across Windows, macOS, and mobile devices
- Lead troubleshooting and escalation management for complex technical issues
- Support and optimize office IT infrastructure including video conferencing and network connectivity
- Represent IT in cross functional projects such as office expansions and infrastructure upgrades
- Maintain documentation and contribute to knowledge sharing
- Provide regional onsite support and travel to regional offices as needed
Requirements
- Advanced troubleshooting skills across Windows, macOS, and mobile platforms
- Deep proficiency in macOS administration
- Strong security awareness and endpoint security knowledge
- Excellent customer service and communication skills
- Ability to work independently and mentor junior staff
Full Job Posting
Role Overview
- IT Operations is the frontline connection between IT@IFS and our global user community, delivering local and remote support.
- This mid level role is for experienced IT professionals who excel in delivering high quality technical support across varied environments.
- The IT Support Engineer acts as a critical escalation point for complex technical issues and contributes to service improvement.
Key Responsibilities
- Deliver advanced multi platform support across Windows, macOS, and mobile platforms.
- Lead troubleshooting and escalation management for persistent or high impact technical problems.
- Support and optimize office IT infrastructure including video conferencing systems and network connectivity.
- Represent IT in cross functional projects such as office expansions and infrastructure upgrades.
- Maintain documentation and knowledge sharing through SOPs, troubleshooting guides, and mentoring.
- Provide regional onsite support and travel to regional offices as needed.
Skills & Competencies
- Advanced troubleshooting across Windows, macOS, and mobile platforms.
- Deep proficiency in macOS administration including user account management and device compliance.
- Security awareness and collaboration with Security Operations Centre (SOC).
- Project collaboration on cross functional IT initiatives.
- Documentation and knowledge sharing skills.
- Customer service excellence across multiple channels.
- Autonomy and leadership with minimal supervision.
Growth Indicators
- Leads local support operations as the go to technical lead for regional activities.
- Improves support processes and user experience by identifying inefficiencies and implementing enhancements.
- Influences strategic IT planning by providing input on infrastructure decisions and technology rollouts.
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