IT Support Engineer

About the Role

We are seeking a skilled Deskside Support Technician to provide comprehensive technical support to our campus-based employees. In this role, you will handle user tickets, resolve hardware/software issues, support end-user devices, and ensure exceptional customer service with minimal supervision. You will work closely with IT teams to maintain service quality, meet SLAs, and deliver a seamless onsite IT experience.

Key ResponsibilitiesTechnical Support & Ticket Management

• Provide onsite technical support for employees, customers, and service providers.
• Receive, document, and manage user tickets through ITSM tools; ensure SLA compliance.
• Troubleshoot and resolve intermediate to complex hardware & software issues.
• Replicate incidents when required and escalate where necessary.

Device Setup & Lifecycle Management

• Handle end-user onboarding/offboarding including device assignment and retrieval.
• Perform imaging, reimaging, installation, and configuration of laptops, desktops, and peripherals (docking stations, monitors, etc.).
• Execute IMAC tasks (install, move, add, change), hardware break/fix, upgrades, and data migration.
• Manage provisioning and deployment of VoIP phones, Android devices, and Mac devices.

Infrastructure & Smart Hands Support

• Provide Smart Hands & Feet support to network, server, and security teams.
• Assist with racking and mounting hardware in comms rooms and IT cabinets.
• Replace and install cabling (patch cables, connections, etc.).
• Support conferencing technology, meeting rooms, and MTR (Microsoft Teams Rooms) devices.
• Facilitate remote support teams by enabling access to onsite hardware.

Collaboration, Documentation & Knowledge Sharing

• Maintain accurate ticket notes and technical documentation.
• Work closely with the Deskside Management Team on asset management and break/fix processes.
• Adhere to inventory and asset management procedures.
• Contribute to knowledge bases and share best practices with the team.
• Mentor junior technicians when needed.
• Deliver high-quality VIP support to senior stakeholders.

Required Skills & Qualifications

• Strong troubleshooting and problem-solving skills.
• Excellent communication, customer service, and teamwork abilities.
• Hands-on experience with desktop support, hardware/software troubleshooting.
• Experience with:
• Microsoft Office 365
• Windows Operating Systems
• VPN clients (e.g., Citrix)
• Remote support tools (e.g., Bomgar)
• Ability to perform root cause analysis and take corrective action.
• Basic knowledge of networking fundamentals.
• Experience with racking, mounting, and basic hardware installation.
• Strong organizational and time management skills.

Job Types: Full-time, Contract
Contract length: 12 months

Application Question(s):

• Do you have valid work permit in Turkey?
• Can you join us immediately?

Language:

• Turkish (Required)
• English (Required)

Location:

• ıstanbul (Required)