Information Technology Support Engineer

The IT Support Engineer is responsible for providing first-line and second-line technical support to end-users across the organization. This includes resolving hardware, software, network, and Audio/Visual (A/V) issues. The role ensures reliable IT operations and delivers excellent customer service to support productivity and business continuity.

Key Responsibilities General IT Support

• Respond to IT support requests via ticketing system, phone, or in-person in a timely and professional manner.
• Diagnose and resolve issues related to hardware, software, printers, network connectivity, and end-user devices.
• Set up, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
• Install, configure, and troubleshoot operating systems and standard applications (Windows, Microsoft 365, etc.).
• Provide basic support for Active Directory, email, and user account management.
• Maintain IT documentation, inventory records, and asset tracking.
• Escalate unresolved issues to higher-tier support teams when necessary.
• Set up, operate, and troubleshoot A/V equipment for meetings, conferences, training sessions, and events (projectors, video conferencing systems, wireless presentation tools, etc.).
• Provide technical support for platforms like Microsoft Teams, Zoom, and Smartboard screens.
• Ensure proper functionality of meeting room equipment, including displays, microphones, speakers, and control panels.
• Support the maintenance and upgrade of A/V infrastructure across classrooms, meeting rooms, and common areas.
• Coordinate with vendors and third-party providers for complex A/V setups or issues.
• Document A/V equipment configurations and procedures.

Requirements

• Diploma or bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
• 2+ years of experience in IT support, including exposure to A/V systems.
• Strong knowledge of Windows OS, Microsoft 365, and standard office applications.
• Experience with basic networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with video conferencing tools and meeting room hardware.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service abilities.