IT Support Engineer
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Key skills for this role
About the Role
IFS is looking for an 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 contributing to cross-functional projects.
Key Skills for This Role
Responsibilities
- Provide expert level technical assistance across Windows, macOS, and mobile platforms
- Take ownership of persistent or high impact technical problems, applying deep diagnostic expertise
- Collaborate with infrastructure and application teams to escalate and resolve issues efficiently
- Maintain and enhance video conferencing systems, network connectivity, and shared office technologies
- Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions
- Create and refine internal documentation, SOPs, and troubleshooting guides
- Contribute to team knowledge bases and mentor peers through structured learning and informal coaching
- Travel occasionally to regional offices to deliver hands on support, assist with deployments, and build relationships with local teams
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience)
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation)
- Strong professional IT support experience, including remote and onsite roles
- At least 2 years of experience in IT operations or IT support function
- Advanced proficiency in Windows, macOS, and mobile platforms
- Strong experience with MDM tools (Jamf Pro, Intune)
- Familiarity with ITIL service management and compliance practices
- Experience supporting a global customer base and collaborating across time zones
- Hands on experience with troubleshooting end user IT equipment hardware issues
- Strong understanding of basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure
Full Job Posting
Company Description
- IFS is a billion dollar revenue company with 7000+ employees on all continents.
- Our leading AI technology is the backbone of our award winning enterprise software solutions.
- We celebrate diversity and are committed to promoting an inclusive workforce.
Job Description
- IT Operations is the frontline connection between IT@IFS and our global user community.
- This mid level role is crafted for experienced IT professionals who excel in delivering high quality technical support.
- You act as a critical escalation point for complex technical issues that go beyond first line resolution.
Key Responsibilities
- Deliver Advanced Multi Platform Support: Provide expert level technical assistance across Windows, macOS, and mobile platforms.
- Lead Troubleshooting & Escalation Management: Take ownership of persistent or high impact technical problems.
- Support & Optimize Office IT Infrastructure: Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
- Represent IT in Cross Functional Projects: Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
- Maintain Documentation & Knowledge Sharing: Create and refine internal documentation, SOPs, and troubleshooting guides.
- Provide Regional Onsite Support: Travel occasionally to regional offices to deliver hands on support.
Skills & Competencies
- Advanced Troubleshooting: Diagnoses and resolves complex, persistent, or multi layered technical issues.
- MacOS Expertise: Demonstrates deep proficiency in macOS administration.
- Security Awareness: Upholds high standards of endpoint and data security.
- Project Collaboration: Actively contributes to cross functional IT initiatives.
- Documentation & Knowledge Sharing: Creates and maintains clear, actionable documentation.
- Customer Service Excellence: Delivers high quality support across multiple channels.
- Autonomy & Leadership: Operates independently with minimal supervision.
Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience).
- Certifications: Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).
- Experience Requirements: Strong professional IT support experience, including remote and onsite roles; at least 2 years of experience in IT operations or IT support function.
- Advanced proficiency in Windows, macOS, and mobile platforms.
- Strong experience with MDM tools (Jamf Pro, Intune).
- Familiarity with ITIL service management and compliance practices.
- Experience supporting a global customer base and collaborating across time zones.
- Hands on experience with troubleshooting end user IT equipment hardware issues will be an added advantage.
- Strong understanding in basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure.
- Ability to work in a fast paced, ever changing environment.
- Work effectively individually or in a team oriented, collaborative environment with great interpersonal skills.
- Demonstrated professionalism, service mindset, and interpersonal skills.
Additional Information
- We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles.
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