IT Support Engineer

Office-Based IT Support Engineer provides on-site IT support to ensure end users and office IT equipment operate efficiently. The role supports hardware, endpoints, IT assets, user onboarding, and country-specific applications while working closely with centralized Group Tech teams and local vendors.
1. On-site IT Support
• Provide in-person technical support for end users at the assigned office location.
• Assist users with account access, device connectivity, and peripheral support.
• Support endpoint provisioning, device enrollment, and standard endpoint compliance procedures.
• Conduct IT onboarding sessions for new joiners.
• Handle hardware-related issues such as laptop troubleshooting, printer support, docking station setup, basic connectivity, and endpoint network checks.
• Perform installation, relocation, replacement, and configuration of end-user devices and office IT equipment.
• Support scheduled onsite tasks such as meeting room setup or physical cable checks.
• Perform routine inspection and preventive maintenance of office IT equipment.
• Provide priority onsite IT support for executives and business-critical users when required.
• Proactively suggest hardware or workspace improvements based on recurring issues.
• Provide onsite support for country-specific applications.
• Coordinate with other tech teams for escalations, bug reporting, and patch deployment.
• Document FAQs, known issues, and guides for local applications.
• Monitor application usage and performance and escalate issues when needed.
2. Coordination with Central Tech Teams
• Ensure all incidents, service requests, and support activities are properly logged, updated, and resolved through Jira Service Management in collaboration with the IT Service Desk.
• Escalate issues that require second-line or remote intervention as per defined procedures.
• Follow standard operating procedures and provide local feedback to improve service delivery.
• Collaborate with the IT Asset Team and central support teams to align with Group-wide IT processes.
• Provide user feedback and common issue patterns observed onsite to assist central teams with service improvement.
3. Asset Handling & Local Vendor Coordination
• Support the IT Asset Coordinator with inventory updates, asset tagging, deployment, and retrieval.
• Ensure accurate assignment and return of IT equipment to users.
• Coordinate with local vendors for hardware installation, repairs, warranty services, and procurement processes in accordance with company policies.
• Flag recurring device issues or hardware faults to the IT Asset Coordinator for procurement or policy follow-up.