IT Support Engineer
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Key skills for this role
About the Role
IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to t.
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, SOPs, and troubleshooting guides
- Provide regional onsite support and travel to regional offices as needed
- Mentor junior support staff and contribute to team knowledge bases
Requirements
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- At least 2 years of experience in IT operations or IT support
- Advanced proficiency in Windows, macOS, and mobile platforms
- Strong experience with MDM tools (Jamf Pro, Intune)
- Familiarity with ITIL service management and compliance practices
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation) preferred
Full Job Posting
Job Overview
- IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently.
- This mid level role is crafted for experienced IT professionals who excel in delivering high quality technical support directly to end users across varied environments.
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 technical issues across Windows, macOS, and mobile platforms.
- MacOS Expertise: Deep proficiency in macOS administration including user account management, software deployment, and device compliance.
- Security Awareness: Upholds high standards of endpoint and data security in collaboration with the Security Operations Centre (SOC).
- 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 with professionalism and empathy.
- Autonomy & Leadership: Operates independently and mentors junior team members.
Education & Experience
- 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).
- 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.
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