Technology Support Service Engineer

About the role

The Technology Support Service Engineer provides first‑line technical assistance to end users, diagnosing and resolving hardware, software, desktop and application issues. The role works closely with system owners and senior team members to ensure efficient problem resolution and continuous service improvement.

Key responsibilities

• Assist end users with troubleshooting and resolving hardware, software, desktop and application problems.
• Diagnose technical issues, including account setup and network configuration.
• Manage incoming ticket requests, update tickets with accurate status, and ensure timely closure.
• Review incident tickets for proper routing, first‑call resolution and problem detection.
• Log and track all service requests and incidents in the ticketing system with thorough documentation.
• Provide data and reporting on key performance indicators to monitor SLA compliance and drive improvements.
• Set up and configure new hardware and software for end users.
• Collaborate with senior team members and other Technology & Data teams to escalate and resolve complex issues.

Required profile

• Demonstrable experience in an IT support role, delivering technical assistance for hardware, software and desktop applications.
• Strong troubleshooting ability with quick diagnosis of technical problems.
• Familiarity with ticketing systems and accurate documentation practices.
• Experience reviewing incident tickets for precision and appropriate routing.
• Ability to work with system owners and senior staff to address complex issues.
• Knowledge of KPI gathering and reporting to monitor service quality.
• Hands‑on experience configuring hardware and software for end users.
• Customer‑focused communication skills for assisting non‑technical users.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Desktop application support
• Account setup
• Network configuration
• Ticketing system management
• KPI reporting