Engineer, IT Support

$3 billion in sales, 12 countries, 45,000 employees, 5 brands, 1 common goal: to make apparel better. Better for the people who make our clothes, better for our world, better for you.

The IT Support Engineer is responsible for providing technical support to GILDAN users in Bangladesh and globally, assisting with hardware, software, account, access, connectivity, and application-related issues. The position is responsible for troubleshooting and resolving user incidents and requests, providing effective customer service, documenting all activities in the ticketing system, and escalating complex issues when additional technical assistance is required. The Engineer also supports user onboarding, technology deployments, IT projects, documentation, and continuous improvement initiatives under the direction of the IT Support Team Lead.

• User Technical Support: Provide timely and professional technical support to GILDAN users through phone, chat, email, ServiceNow, and other approved support channels. Troubleshoot and resolve hardware, software, account, access, connectivity, printing, Microsoft 365, Windows, and application-related issues while maintaining a high level of customer service.

• Incident and Request Management: Accurately create, update, categorize, prioritize, document, and resolve incidents and service requests in the IT service management platform. Follow established procedures and service expectations, maintain accurate ticket information, and ensure appropriate communication with users throughout the resolution process.

• User Account and Device Support: Assist with user account administration, password resets, access requests, workstation configuration, software installation, device setup, equipment troubleshooting, and other end-user technology activities. Support employee onboarding, transfers, and offboarding activities according to established procedures and security requirements.

• IT Deployments and Projects: Participate in IT deployments, technology rollouts, testing, migrations, upgrades, and other IT projects. Assist with device preparation, software deployment, user communications, technical validation, and post-deployment support while working closely with the Team Lead and other IT teams. 

• Troubleshoot and Escalation: Perform systematic troubleshooting to identify the cause of technical issues and apply appropriate solutions using available tools, documentation, and knowledge resources. Recognize issues that require additional technical expertise and escalate them to the appropriate Team Lead or specialized IT team with complete troubleshooting information. 

• Documentation and Knowledge Management: Create and maintain accurate documentation related to common incidents, troubleshooting procedures, known issues, and technical solutions. Contribute to the development and improvement of knowledge articles and support documentation to promote consistent and efficient service. 

• Continuous Improvement and Automation: Identify recurring issues, repetitive activities, and opportunities to improve IT support processes. Provide feedback and recommendations to the Team Lead regarding process improvements, automation opportunities, and ways to improve the user experience and efficiency of the support operation.

• Bachelor of Science (BSc)

• At least 3 years
• The applicants should have experience in the following business area(s): Software Company, Telecommunication

• Age At least 24 years

• IT end user support experience.

• Customer Service oriented.

• Effective communication with end users and colleagues in the IT area.

• Oriented to the fulfillment of policies, procedures as well as the follow-up of the assigned tasks.

• Experience as Service Desk, Helpdesk or Network Support.

• Experience in remote support of IT problems and escalation of incidents to other IT Areas.

• Experience in Service Desk Platforms (Service-Now or similar)Strong understanding of IT Networking services (Internet Services, DNS, TCP/IP, WAN LAN SERVICES).

Infrastructure Engineer, IT Help Desk, IT Infrastructure, IT Infrastructure and Network Implementation, IT Support Service

• Transport Facilities: Pick and Drop (Depends on Availability)

• Weekend: 2 days continuous weekend per week;

• Office Hours:

  • 7:00 AM to 4:00 PM and/or 10:00 AM to 7:00 PM

  • 9 hours shifting / roster duty in a day

• Service Benefit;

• Earn Leave Encashment;

• Leave Facilities:

  • Casual Leave;

  • Medical Leave;

  • Earn Leave;

  • Compassionate Leave;

  • Paternity Leave;

  • Wedding Leave;

  • Maternity Leave for Female;

  • Pilgrimage Leave;

• Other facilities will be provided as per company policy etc.

• Employment status: Full Time
• Workplace: Work at office
• Vacancies: 1
• Salary: Negotiable
• Job location: Dhaka (GULSHAN 2)