IT Technical Support Engineer

Advanced Technical Support & Troubleshooting

• Provide 2nd/3rd-line support across telecom, hardware, software, cloud services, and network environments.
• Troubleshoot complex issues across Windows, macOS, mobile devices, and Microsoft 365 services.
• Resolve issues related to telecom systems, hosted voice solutions, mobile connectivity, and network services.

Project Delivery & Technical Ownership

• Lead and contribute to IT projects such as cloud migrations, device management rollouts, infrastructure upgrades, and system improvements.
• Plan, document, and deliver project tasks, ensuring alignment with business requirements and timelines.
• Work with stakeholders to design and implement new technical solutions.

Microsoft 365 & Intune Administration

• Manage and optimise Microsoft 365 services including Exchange Online, SharePoint, Teams, and Azure AD.
• Administer Intune/Endpoint Manager for device enrolment, compliance, configuration profiles, application deployment, and Autopilot.
• Implement and maintain conditional access, identity security, and modern device management best practices.

System Monitoring & Maintenance

• Monitor IT systems to ensure performance, reliability, and security.
• Perform routine maintenance, patching, and updates across endpoints, servers, and telecom infrastructure.
• Identify and mitigate vulnerabilities proactively.

Network & Connectivity Support

• Configure and troubleshoot network hardware and services including routers, switches, firewalls, VPNs, and wireless networks.
• Support telecom connectivity, VoIP systems, mobile devices, and cloud-based telecom services.

Hardware & Software Deployment

• Install, configure, and support desktops, laptops, mobile devices, and peripherals.
• Manage software deployment and updates through Intune and Microsoft 365 tools.

Customer & Internal Support

• Support onboarding of new users and clients, including Microsoft 365 and telecom setup.
• Communicate clearly with clients and colleagues, ensuring timely and effective resolution of issues.
• Provide training, documentation, and guidance on new systems and technologies.

Documentation & Reporting

• Maintain accurate documentation of systems, configurations, and support activities.
• Produce reports on system performance, project progress, and support metrics.

Collaboration & Vendor Management

• Work closely with Operations, Sales, Customer Support, and Finance to support business objectives.
• Liaise with external vendors and service providers to resolve issues and implement new solutions.

Security & Compliance

• Ensure systems and processes follow security best practices and compliance requirements.
• Support security initiatives including user access management, data protection, and endpoint security.

Continuous Learning & Development

• Stay current with emerging technologies, especially within Microsoft 365, Intune, and telecom solutions.
• Pursue relevant training and certifications to enhance technical expertise.

We are seeking a highly motivated and technically proficient Technical Support Engineer to join our dynamic IT support team. The successful candidate will provide expert assistance to end-users, troubleshoot complex technical issues, and ensure the smooth operation of computer systems and networks. This role offers an excellent opportunity to develop your skills in a fast-paced environment, supporting a diverse range of hardware and software platforms including Windows, macOS, Linux, and various networking technologies. The position is paid and ideal for individuals passionate about delivering exceptional customer service and technical solutions., * Proven experience in an IT support or IT engineering role.

• Strong hands-on experience with Microsoft 365 administration and Intune/Endpoint Manager.
• Solid understanding of telecom systems, VoIP, mobile technologies, and network infrastructure.
• Proficiency with Windows, macOS, and Linux environments.
• Experience with cloud services, hosted telecom solutions, and VPN technologies.
• Familiarity with network security, firewalls, and remote troubleshooting tools.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or CCNA.
• Experience with telecom industry software, VoIP systems, and mobile device management.
• Knowledge of cloud platforms such as Microsoft 365, Azure, or AWS.
• Previous experience in customer-facing IT roles.

Skills & Competencies

• Strong diagnostic and problem-solving skills.
• Excellent communication skills, able to explain technical concepts clearly.
• Ability to manage multiple tasks and projects simultaneously.
• High attention to detail and commitment to quality.
• Proactive approach to learning and adopting new technologies.