Technical Support Engineer

• Provide timely and effective technical support to a global customer base through the Freshdesk ticketing system, remote sessions, and occasional phone calls.
• Diagnose and resolve issues related to software licensing, installation, performance, Windows OS conflicts, network connectivity, and firewall configurations.
• Document all support requests, troubleshooting steps, and resolutions clearly and accurately.
• Escalate complex issues to senior engineers or the development team where appropriate.
• Contribute to the development of knowledge base articles and user documentation.
• Act as the first point of contact for internal IT support, ensuring smooth day-to-day operations.
• Install, configure, and maintain Windows operating systems, office hardware, and peripherals.
• Manage local network infrastructure and connectivity, including switches, Wi-Fi, and VPNs.
• Set up, manage, and maintain virtual machines using Microsoft Hyper-V.
• Support and maintain the internal software build environment and user account permissions.

• Proven experience in a technical support, helpdesk, or IT support role.
• Strong knowledge of Windows Operating Systems (installation, configuration, troubleshooting).
• Solid understanding of networking (TCP/IP, DNS, DHCP, VPNs, LAN/WAN) and ability to diagnose connectivity and firewall issues.
• Experience with remote desktop and support tools such as TeamViewer, RDP, or GoToAssist.
• Hands-on experience with virtualisation (preferably Microsoft Hyper-V).
• Competence in hardware troubleshooting (PCs, laptops, peripherals).
• Clear and confident communication skills, both written and verbal.
• Organised, proactive, and able to prioritise effectively in a busy environment.

Desirable:

• Experience supporting specialised software applications.
• Previous experience within an international support team.
• Basic scripting (PowerShell or Batch).
• Familiarity with software build or CI/CD environments.
• Relevant IT certifications (e.g., CompTIA, Microsoft).

• Competitive salary package.
• Diverse role with professional growth and development opportunities.
• Supportive, collaborative team environment.
• A meaningful opportunity to contribute to sustainability and climate change solutions.