Technical Support Engineer

About the role

We are looking for a Technical Support Engineer to deliver Level 1, Level 2 and Level 3 assistance for enterprise applications, end‑user systems and IT services. The successful candidate will handle incidents, service requests and problem tickets while ensuring a high‑quality user experience.

Key responsibilities

• Provide L1, L2 and L3 technical support for applications, hardware, software and end‑user systems.
• Diagnose, troubleshoot and resolve issues remotely and on‑site.
• Manage incidents, service requests and problem tickets using enterprise ITSM platforms.
• Escalate complex problems to specialised teams and monitor SLA compliance.
• Perform root‑cause analysis and suggest preventive measures.
• 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.
• Provide end‑user training and technical guidance as needed.

Required profile

• 0–8 years of experience in technical support, help desk or IT operations.
• Bachelor's degree or diploma in Computer Science, IT or related field.
• Experience with incident management, ticket lifecycle and SLA compliance.
• Strong analytical, problem‑solving and communication skills.
• ITIL Foundation, Microsoft or CompTIA certifications are a plus.

Required skills

• Hands‑on experience with ServiceNow, Zendesk or Jira.
• Proficiency in Microsoft Office and Windows operating systems.
• Knowledge of Active Directory / Microsoft Entra ID (Azure AD).
• Experience supporting Microsoft 365.
• Familiarity with remote support tools such as TeamViewer, AnyDesk or Microsoft Remote Desktop.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Awareness of ITIL processes and service‑management best practices.
• Basic PowerShell or scripting knowledge.