IT System Engineer

Role Overview We are seeking a proactive and detail-oriented IT System Engineer to provide comprehensive technical support, manage IT infrastructure, and ensure seamless daily operations for our users and clients. The ideal candidate will combine strong hardware, software, and network troubleshooting skills with a commitment to excellent customer service. A critical component of this role is the ability to bridge the gap between IT and the business by explaining technical concepts in simple, accessible language.

• Key Responsibilities

• User Support & Communication: Receive, log, and manage IT support requests. Act as a technical translator for clients and users, explaining complex IT issues and solutions in simple, non-technical terms.
• System Administration: Administer local and cloud-based environments, managing user accounts, access rights, and policies (e.g., Active Directory, Microsoft Entra ID, Microsoft 365).
• Access Control Systems (ACS): Provide basic administration, support, and troubleshooting for physical access control and video management systems (e.g., Suprema, Milestone, or similar).
• Network & Infrastructure Support: Maintain network connectivity, manage firewalls, and assist with network configurations to ensure secure and reliable infrastructure operations.
• Hardware & Workspace Management: Install, maintain, and relocate PCs, laptops, mobile devices, printers, and audio/video conferencing hardware.
• Troubleshooting & Escalation: Diagnose and resolve system issues. Route complex incidents to Tier 3 teams or third-party vendors when necessary, tracking them through to completion.
• Documentation & ITIL Standards: Create self-service knowledge base articles and work within established Change Management and ITIL frameworks.

• Working Conditions

• Willingness to accommodate shift-work or out-of-hours coverage as dictated by business needs.
• Occasional travel to branch or overseas offices may be required.

• Qualifications & Experience

• Essential: Minimum Bachelor’s degree in IT, Computer Science, or a related field.
• Essential: Minimum 3 of hands-on experience in IT support, system administration, or a similar role.
• Desirable: ITIL Foundation certification or proven experience working within an ITIL-aligned environment.

• Skills & Attributes

• Essential Technical Skills:
  • Solid knowledge of computer networks and firewalls.
  • System administration experience (Windows Server, AD, Microsoft 365).
  • Experience supporting Access Control Systems (ACS).
  • Hardware lifecycle management and proficiency in Windows 10/11 and Microsoft Office.
• Essential Soft Skills:
  • Exceptional client-facing communication skills with the ability to translate "tech-speak" into plain language.
  • Strong analytical and problem-solving abilities.
  • Results-driven approach, capable of managing time effectively in a fast-paced environment.
• Desirable Skills:
  • Familiarity with network equipment from various vendors (MikroTik, H3C, Fortinet, Cisco, Huawei, Aruba).
  • Experience administrating and supporting IP telephony systems (specifically 3CX).
  • Experience providing remote support to off-site users.