IT Technical Support Engineer

The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. Incumbent acts as a technical support advisor to FTI Consulting staff in all practice areas on all information technology issues and provides state-of-the-art technical solutions in support of computers and local area networks.

May also provide technical support to FTI Consulting clients on billable engagements. Assumes role on providing applications and systems support, MS Teams, application and knowledge of network systems administration and seeks to document user requirements of FTI staff in the pursuit of providing solutions to their technical needs.

Provides detailed knowledge of computer software and hardware, network operating systems, advanced PC applications, Internet services, multi-media and messaging software used in FTI. It is expected that this incumbent will be responsible for all business and technology related issues at the local office level and be responsible for technical support required for colleagues. Ability to work in a team environment is required.

What You'll Do

• Provide first- and second-line end user support, both onsite and remotely, resolving incidents and requests in line with ITIL practices.
• Log, prioritise, and resolve tickets using ServiceNow, meeting agreed SLAs and keeping users informed throughout.
• Take ownership of incidents through to resolution, escalating to senior engineers only when necessary and with appropriate troubleshooting completed.
• Configure, deploy, and support ITG-approved end user devices, including laptops, peripherals, and mobile devices.
• Support user onboarding and offboarding activities, including laptop provisioning, access coordination, asset handover, and shipment.
• Provide onsite IT support, including desk setups, office moves, and day-to-day floor support.
• Support meeting room and collaboration technology, including audio and video conferencing, and assist with live meetings when required.
• Maintain accurate IT asset records for laptops, peripherals, and mobile devices.
• Support mobile device management activities, including basic troubleshooting, SIM activation, replacements, and coordination with providers.
• Work with internal IT teams and vendors to resolve issues, following defined processes.
• Follow and contribute to documented support processes, runbooks, and knowledge articles.
• Identify recurring issues and suggest practical improvements to reduce repeat incidents.
• Ensure all support activities comply with IT security standards and company policies.
• Understand why fixes work, not just how to apply them.
• Act as a steady escalation point for Level 1 analysts.

How You'll Grow

We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.

As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role., Our goal is to support the wellbeing of you and your families-physically, emotionally, and financially. We offer market competitive benefits, including professional development programme, wellness, recognition, community volunteering initiatives, and flexible/hybrid working arrangements.

• Strong customer service mindset and clear communication skills.
• Calm and methodical under pressure.
• Organised and able to manage multiple tickets concurrently.
• Positive attitude and self-motivated.
• Role modelling and ability to work in a team.
• Adaptable to changing priorities.
• Willingness to learn and progress towards a full Level 2 role.
• Ability to flex working hours as required to meet business needs.
• Availability to travel with little notice.
• Ability to grasp fundamentals quickly and instruct others in their use.
• Comfort with following structured troubleshooting and documentation.
• Ability to resolve the majority of issues without escalation., * Should have technical certification credentials like Network+ or Security+, or equivalent
• Relevant years of experience in a mid to large enterprise company.
• Excellent communication (written & verbal), planning, organization, and administrative skills.
• Excellent knowledge of the Microsoft Office Suite of applications (Excel, Word, PowerPoint, Access, Outlook).
• Work experience with Windows Servers, AD, Group Policy, O365 and Windows 10 operating systems.
• Experience providing on-call support via voice and remote access tools.
• Solid experience supporting:

• Windows and macOS operating systems
• Desktop and laptop hardware
• Office productivity tools and collaboration platforms
• Messaging and conferencing applications
• Web browsers and common enterprise applications

• Working knowledge of:

• Endpoint security and antivirus tools
• Basic networking concepts (LAN/WAN, VPN, Wi-Fi)
• Identity and access concepts (accounts, groups, MFA)

Preferred Qualifications:

• An undergraduate degree in Computer Science or equivalent professional experience.
• ITIL Practitioner certification, or equivalent
• Flexibility to work in a fast-paced, multi-task environment.
• Excellent knowledge of current leading-edge PC workstations hardware and software including networking and communications interfaces and relationships.
• Competent to work on fairly complex computer problems independently.
• Experience with Smartphone configuration and advance support.

FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world's top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations. At FTI Consulting, you'll work side-by-side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you'll be an integral part of a focused team where you can make a real impact. You'll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you., FTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 7,900 employees located in 32 countries and territories. Our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.7 billion in revenues during fiscal year 2024. In certain jurisdictions, FTI Consulting's services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn.