Senior Engineer - Cloud & Infra Management

Key Responsibilities

Provide firstlevel technical support to endusers via phone email and chat

Troubleshoot and resolve hardware software and networkrelated issues

Log and manage service requests and incidents in the IT service management system

Escalate complex issues to higherlevel support teams as necessary

Monitor and follow up on open tickets to ensure timely resolution

Assist with the setup and configuration of desktops laptops and mobile devices

Provide support for software applications including installation and updates

Maintain accurate documentation of support activities and solutions

Ensure compliance with IT policies and procedures

Deliver excellent customer service and maintain a high level of user satisfaction

Required Qualifications

Bachelors degree in Computer Science Information Technology or a related field

36 years of experience in an IT service desk or technical support role

Strong knowledge of Windows and macOS operating systems

Proficiency in troubleshooting hardware software and network issues

Experience with IT service management tools eg ServiceNow BMC Remedy

Excellent problemsolving skills and attention to detail

Strong communication and interpersonal skills

Ability to work independently and as part of a team

Customerfocused with a commitment to providing highquality support

Preferred Qualifications

Relevant certifications CompTIA A ITIL Foundation etc

Experience with remote support tools and techniques

Knowledge of Active Directory and Office 365 administration

Familiarity with mobile device management MDM solutions