Technical Support Engineer

About the role

We are looking for a Technical Support Engineer to deliver Level 1, Level 2 and Level 3 support for enterprise applications, end‑user systems and IT services. The role involves troubleshooting, incident management and ensuring a high‑quality user experience across both remote and on‑site environments.

Key responsibilities

• Provide L1, L2 and L3 technical support for applications, hardware, software and end‑user systems.
• Diagnose, troubleshoot and resolve issues via remote tools or on‑site visits.
• Manage incidents, service requests and problem tickets using an enterprise ITSM platform.
• Escalate complex problems to specialised teams while meeting SLA targets.
• Monitor support queues, perform root‑cause analysis and propose preventive actions.
• Install, configure and support desktop applications, operating systems and enterprise software.
• Document incidents, troubleshooting steps and knowledge‑base articles.
• Collaborate with infrastructure, application, security and operations teams.
• Deliver end‑user training and technical guidance as needed.

Required profile

• 0–8 years of experience in technical support, help‑desk or desktop support.
• Bachelor’s degree or diploma in Computer Science, IT, Information Systems or a related field.
• Strong analytical, problem‑solving and customer‑focused communication skills.
• Experience with incident management, ticket lifecycle and SLA compliance.

Required skills

• Hands‑on experience with ServiceNow, Zendesk or Jira for ticket management.
• Proficiency in Microsoft Office and end‑user productivity tools.
• Deep knowledge of Windows operating systems and desktop troubleshooting.
• Understanding of hardware, software, networking (TCP/IP, DNS, DHCP, VPN) and system troubleshooting.
• Familiarity with Active Directory or Azure AD, Microsoft 365 administration, and remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop).
• Basic PowerShell or scripting knowledge for automation.
• Knowledge of ITIL processes and related certifications (ITIL Foundation, Microsoft, CompTIA) is a plus.