IT Support Engineer

The position:

IT Support Technician provides comprehensive end-user and operational IT support across the organization. This role combines frontline service delivery with progressively advanced technical responsibilities, process improvement, and peer mentoring. The position is designed as a growth-oriented role, enabling technicians to deepen technical expertise, expand service ownership, and develop leadership capabilities over time.

Responsibilities:

1. Own and ensure operations of help desk and IT support channels, responding to incidents and service requests.  
2. Handle complex incidents, root-cause analysis, and recurring issues.  
3. Act as an escalation point within the support team for technical and process-related questions.  
4. Support IT operational tasks beyond day-to-day ticket handling.
5. Contribute to and maintain knowledge bases (KBs), SOPs, and support documentation.  
6. Support service catalog maintenance and adherence to ITIL-based processes.  
7. Identify opportunities to improve support workflows, user experience, and service quality.
8. Emergencies:  
     ・Diagnose and resolve hardware, software, AV, and end-user computing issues.  
     ・Escalate complex or systemic issues appropriately and follow through to resolution.  
     ・Set up, support, and troubleshoot AV equipment for meetings, hybrid collaboration, and small events.  
     ・Provide hands-on technical assistance during meetings and presentations.
9. Acting IT Engineer. Support Infra team as needed.

Qualifications:

(Required)

1. Associate or Bachelor’s degree in IT, related field, or equivalent practical experience.
2. 1–5 years of experience in IT support or service desk environments.
3. Strong troubleshooting, communication, and customer service skills.
4. Familiarity with help desk systems and endpoint imaging tools.

(Preferred)

1. ITIL Foundation certification or demonstrated understanding of ITIL practices.
2. Experience with enterprise support tools, device management, or service catalog management.