IT Engineer – End‑User Support

About the role

As an IT Engineer you will lead a help‑desk team that provides first‑line support for end‑users across the company. You will coordinate the response to hardware and software incidents, ensure timely troubleshooting, and guide the team in delivering reliable IT services.

Key responsibilities

• Maintain smooth IT operations and high user satisfaction through prompt support.
• Perform initial fault isolation, propose solutions, and obtain senior approval when needed.
• Follow defined procedures and escalation paths to meet SLA commitments.
• Provide hardware, software, and application assistance in line with documented processes.
• Manage incidents and service requests using ITIL best practices, ensuring proper documentation.
• Escalate unresolved issues to second‑line support and follow up on resolutions.
• Request root‑cause analyses where applicable.
• Support onboarding of new employees with workstation setup and basic IT training.
• Track IT assets for accurate inventory control.
• Comply with lawful administrative instructions and company policies.

Required profile

• Junior‑to‑mid‑level IT Support Engineer with roughly 1 year of experience in end‑user support.
• Strong problem‑solving and diagnostic abilities.
• Experience with Windows operating systems, Active Directory, and Group Policy.
• Proven incident‑management skills, including clear business communication.
• Ability to work independently while guiding others.
• Excellent written, verbal, and telephone communication in English.

Required skills

• Windows 10
• Microsoft Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access, Project)
• Active Directory (user and security group management)
• Group Policy Objects (GPO)
• Outlook in network environments (permissions, calendar sharing, delegation)
• VOIP applications
• Ticketing systems such as JIRA or ServiceNow
• ITIL‑based incident and service‑request management

What we offer

• Clear career progression – many managers started in entry‑level positions.
• Opportunities for internal mobility, with around 30 % of colleagues advancing each year.