IT Support Engineer (Shifting)

Responsibilities

• Coordinate daily IT operational activities to ensure smooth, reliable, and efficient service delivery.
• Manage the operational team, ensuring tasks and responsibilities are carried out effectively in accordance with established procedures.
• Monitor network connectivity, IT infrastructure, computer devices, and supporting applications to maintain operational stability.
• Provide technical support and troubleshooting for network, hardware, software, and other IT-related issues.
• Identify, analyze, and resolve technical issues, as well as escalate complex problems to the relevant teams when necessary.
• Ensure all IT incidents and service requests are handled promptly and in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
• Coordinate with internal teams and relevant stakeholders to support IT operational requirements and resolve technical issues.
• Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational reports.
• Monitor team performance and ensure compliance with operational standards, policies, and procedures.
• Identify opportunities for improvement in IT operational processes to enhance service quality and operational efficiency.
• Ensure a high level of user satisfaction by providing responsive, effective, and professional IT support services.

Requirements

• Minimum Diploma (D3) degree in a relevant field, such as Information Technology, Information Systems, Computer Engineering, or other related disciplines.
• Demonstrated leadership skills with the ability to manage and lead a team effectively.
• Minimum of 3 years of work experience in network operations, IT Support, Helpdesk, or similar technical service roles.
• Basic understanding of computer networking, including network connectivity concepts and network devices.
• Basic knowledge of operating systems and applications supporting Information Technology (IT) operations.
• Ability to perform basic troubleshooting of network, computer hardware, and IT operational application issues.
• Ability to identify, conduct initial analysis, and escalate technical issues in accordance with established Standard Operating Procedures (SOPs).
• Strong communication and coordination skills to collaborate effectively with operational teams and relevant stakeholders.
• Ability to prepare clear, detailed, and well-organized work documentation and reports.
• Ability to work independently as well as collaboratively within a team.
• High level of integrity, discipline, and a strong commitment to user service excellence and problem-solving.