Life on the teamHave you caught the IT vibe yet? Are you passionate about technology and do you like helping people? The IT Support Engineer is responsible for independently resolving pre-qualified incidents and delivering specified IMAC (Install, Move, Add, Change) services. The role includes providing second-line technical support, both remotely and onsite, while ensuring services are delivered within agreed service levels and maintaining high customer satisfaction.What you’ll DoTechnical Responsibilities (80%)Provide telephone-based and onsite second-line technical support.Visit customer support locations as required.Process assigned work orders (incidents and IMAC services) in line with defined service levels.Identify, analyze, and resolve technical incidents and IMAC requests; escalate complex issues to downstream support teams where necessary.Deliver end-user briefings and guidance following service completion.Administrative Responsibilities (10%)Acquire and maintain knowledge of the agreed scope of services.Document completed incidents and IMAC services, including any additional services, using the designated ticketing system.Ensure administrative closure of work orders in accordance with service level agreements.Report deviations from agreed services to internal stakeholders.Maintain accurate asset data.Accept and qualify incidents appropriately.Return work equipment and spare parts within the specified service level.Customer & Team Responsibilities (10%)Support and coordinate small support teams and liaise with junior technicians.Foster a positive, professional customer relationship and team environment.Identify customer requirements and challenges and communicate them to relevant internal stakeholders. What you’ll NeedRequired Skills & ExperienceTechnical vocational training or equivalent practical experience with 2+ years in IT support.Advanced knowledge of at least one client operating system.Basic knowledge of Microsoft server operating systems and LAN/WAN.Strong problem-solving, communication, and customer service skills.Ability to work under pressure in a fast-paced support environment.Very good command of the national language; basic English.Valid driving license.DesirableITIL knowledgeHardware manufacturer certificationsCompTIA A+ certification