We are seeking a proactive and customer-focused IT Support Engineer to provide Level 1 and Level 2 technical support across our organization. This mobile role involves supporting end users at our head office, branch locations, and on-site at various properties and project locations. You will play a key role in ensuring the availability and reliability of our IT systems, acting as a bridge between users and senior IT team members.

Key Responsibilities 

• Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.

• Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.

• Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.

• Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.

• Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.

• Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.

• Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.

• Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.

• Coordinate with third-party vendors for support and repairs under warranty or service contracts.

• Provide basic training and guidance to end users on commonly used software, tools, and IT policies.

• Perform other duties as assigned by the direct Manager.