IT Support Engineer

About the role

We are seeking a proactive and customer-focused IT Support Engineer to provide Level 1 and Level 2 technical support across our organization. This mobile role involves supporting end users at our head office, branch locations, and on-site at various properties and project locations.

You will play a key role in ensuring the availability and reliability of our IT systems, acting as a bridge between users and senior IT team members.

Key Responsibilities

• Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.
• Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.
• Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.
• Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.
• Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.
• Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.
• Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.
• Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.
• Coordinate with third-party vendors for support and repairs under warranty or service contracts.
• Provide basic training and guidance to end users on commonly used software, tools, and IT policies.
• Perform other duties as assigned by the direct Manager.

Qualifications & Experience

• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field.
• 2–4 years of experience in IT support or a helpdesk role.
• Experience with Windows OS, Microsoft 365, basic networking, and office software.
• Hands-on troubleshooting skills in hardware, connectivity, and software issues.
• Preferred certifications: CompTIA A+, Microsoft MCP, or ITIL Foundation.
• Exposure to Active Directory, endpoint security, and remote support tools.
• Experience in LC, AV, security, and home automation systems is a plus.
• CTS (InfoComm) certification is a strong advantage.

Skills & Competencies

• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
• Strong communication and interpersonal skills.
• High attention to detail with a focus on customer service.
• Ability to work independently and prioritize tasks effectively.

Willingness to travel to project and property sites as needed.