IT Support Engineer

Job Summary: We are seeking a skilled and customer-focused IT Support Engineer with strong technical expertise and a solid understanding of ITIL practices. The ideal candidate will provide Level 1 support for end-users, manage incidents and service requests, and contribute to continuous improvement of IT services. This role requires excellent problem-solving skills, a proactive attitude, and the ability to work collaboratively across teams.Key Responsibilities: Provide Level 1/2 technical support for hardware, software, network, and application issues.Manage and resolve incidents and service requests in accordance with ITIL processes.Monitor and maintain IT systems, including servers, workstations, and network infrastructure.Escalate complex issues to appropriate teams and follow up to ensure resolution.Document troubleshooting steps, solutions, and updates in the ticketing system.Participate in change management, problem management, and service improvement initiatives.Ensure compliance with IT policies, procedures, and security standards.Assist in onboarding/offboarding processes including account setup and hardware provisioning.Collaborate with vendors and third-party support providers when necessary.Provide training and guidance to end-users on IT tools and best practices.Required Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field.3+ years of experience in IT support or systems administration.ITIL Foundation certification or experience is required.Strong knowledge of Windows and Mac OS environments, Active Directory, Office 365, and networking fundamentals and One drive.Experience with ITSM tools (e.g., Service Now, Jira Service Desk).Excellent communication and customer service skills.Ability to work independently and manage multiple priorities.#J-18808-Ljbffr