Position Summary
We are seeking a proactive and service-oriented IT Support Engineer to manage end-to-end IT infrastructure, user support, systems administration, asset management, and operational support across the organization. The role requires ensuring high system availability, maintaining IT security and compliance standards, supporting organizational operations, and driving continuous improvement initiatives that enhance employee experience and business efficiency.
Key Responsibilities
1. Technical Support & Infrastructure Management
- Perform monthly health checks for all organizational IT assets and devices.
- Ensure timely allocation, configuration, and deployment of IT assets for new employees before their joining time.
- Maintain and monitor VOIP infrastructure to achieve maximum uptime and business continuity.
- Manage Microsoft 365 (O365) accounts, licenses, permissions, and user administration activities.
- Maintain accurate IT asset inventory records and conduct regular audits.
- Execute periodic backup and recovery testing to ensure data integrity and disaster recovery readiness.
- Monitor network, systems, and endpoint performance across business units.
2. Troubleshooting & Incident Resolution
- Provide first-level and second-level technical support to employees.
- Resolve critical IT issues within defined SLA timelines.
- Achieve high first-contact resolution rates through effective problem-solving.
- Troubleshoot hardware, software, network, email, VOIP, and system-related issues.
- Coordinate with external vendors and consultants for escalated technical concerns.
- Maintain ticketing records and ensure timely closure of support requests.
3. Information Security & Compliance
- Implement and enforce IT security policies and best practices.
- Support Information Security Management System (ISMS) initiatives and compliance requirements.
- Conduct periodic security audits and vulnerability reviews.
- Maintain ISO-compliant documentation, process records, and audit evidence.
- Ensure adherence to organizational data protection and access management policies.
4. Administration & Operations Support
- Support HR and leadership teams during organizational events and employee engagement activities.
- Maintain employee joining records, IT allocation records, and business unit support documentation.
- Coordinate with vendors for transport, housekeeping, food services, pest control, and facility-related requirements.
- Manage IT Park operations including security systems, biometric attendance, transport coordination, and infrastructure support.
- Generate and submit periodic operational and compliance reports within prescribed timelines.
5. Learning & Capability Development
- Conduct IT awareness, ISMS, cybersecurity, and compliance-related training sessions for employees.
- Facilitate onboarding IT orientation programs for new hires.
- Continuously upgrade technical knowledge by participating in professional training and certification programs.
- Stay current with emerging technologies, workplace productivity tools, and industry best practices.
6. Business Unit & Organizational Support
- Provide IT support across all business units including Enterprise and Digital teams.
- Manage and support recruitment technologies such as ATS platforms and job boards.
- Ensure uninterrupted technology services and operational readiness across departments.
- Collaborate with cross-functional teams to improve productivity through technology enablement.
7. Workplace Modernization & Continuous Improvement
- Recommend innovative solutions to improve workplace productivity and digital adoption.
- Identify opportunities for process automation and infrastructure enhancement.
- Collect and analyze user feedback to improve IT service quality.
- Drive initiatives focused on enhancing employee technology experience and operational efficiency.
8. Special Projects & Innovation
- Lead and support infrastructure upgrades, migrations, and technology implementations.
- Evaluate emerging technologies and recommend adoption where appropriate.
- Identify and execute new initiatives that contribute to operational excellence and business growth.
- Participate in strategic IT transformation and digital improvement projects.
Key Performance Indicators (KPIs)
- 100% completion of monthly device health checks.
- 100% on-time IT setup for new joiners.
- 99.9% VOIP service uptime.
- 99% asset inventory accuracy.
- Achievement of defined ticket closure SLAs.
- 85%+ first-contact resolution rate.
- Timely submission of operational, compliance, and asset reports.
- Successful execution of monthly backup and recovery testing.
- Quarterly security and compliance audit completion.
- Minimum 3 professional development trainings completed per quarter.
- Submission of at least 3 workplace improvement initiatives per quarter.
- Positive internal stakeholder feedback and service satisfaction scores.
Required Qualifications
- Bachelor's degree in computer science, Information Technology, Electronics, or a related field.
- 2-5 years of experience in IT Support, System Administration, or Infrastructure Support.
- Experience working with Microsoft 365, Windows operating systems, networking, and endpoint management.
- Knowledge of VOIP systems, Active Directory, asset management, backup solutions, and security practices.
- Familiarity with ISO 27001, ISMS, and IT compliance frameworks is preferred.
- Experience in vendor management and facility-related IT operations is an advantage.
Required Skills
Technical Skills
- Microsoft 365 Administration
- Windows & Desktop Support
- Networking Fundamentals
- VOIP Administration
- Asset Management
- Backup & Recovery Management
- Security & Compliance
- Helpdesk & Ticketing Systems
- Hardware & Software Troubleshooting
Behavioral Skills
- Strong problem-solving ability
- Customer service orientation
- Attention to detail
- Communication and stakeholder management
- Ownership and accountability
- Planning and organizational skills
- Team collaboration
- Continuous learning mindset