IT Support Engineer [CCP for ICT Professionals]

Job Description

• Provide Level 1 remote and onsite IT support to client end users, and assist with Level 2 troubleshooting under supervision.
• Record, prioritise, update and close service requests and incidents in the ticketing system, ensuring timely follow-ups and accurate resolution notes.
• Install, configure and troubleshoot workstations, laptops, approved applications, printers, peripherals and basic network connectivity.
• Provide routine user account and application support for Windows, Active Directory, Microsoft 365, MFA and other approved cloud services, subject to client authorisation.
• Support staff IT onboarding and exit clearance, including account provisioning and revocation, user orientation, device handover and equipment recovery.
• Assist with scheduled preventive maintenance, system health checks and fault escalation for servers, networks, NAS, backup systems and endpoints.
• Assist with routine cybersecurity checks, endpoint protection, patch monitoring and security alert escalation in accordance with established procedures.
• Participate in IT deployments, infrastructure upgrades, migrations and post-implementation support under supervision.
• Create and maintain technical documentation, network and system records, troubleshooting procedures and maintenance checklists.
• Maintain accurate IT asset inventories, warranty information and device assignment records.
• Liaise with external vendors on assigned technical support cases, IT procurement, licensing, deliveries and warranty matters under guidance.
• Assist with basic IT assessments using approved checklists and perform other related IT support duties as assigned.

Job Requirements

• Nitec / Higher Nitec / Diploma or equivalent qualification in any discipline. IT-related qualifications or certifications are an advantage.
• No prior IT support experience required. Relevant experience is an advantage.
• Good interpersonal and communication skills, customer-service mindset, basic computer literacy, problem-solving aptitude and willingness to learn.

Skills

Microsoft 365, Troubleshooting, Technical Assistance, Hardware, Active Directory, Administration, Windows OS, Customer Management, Customer Service, IT Service Delivery, IT Asset Management, Able To Work Independently, Technical Support