Technical Support Engineer (Helpdesk / IT Operations Support)

Position Summary

The Technical Support Engineer is responsible for providing first-level technical support to end users across the organization (approximately 600 users), ensuring smooth IT operations, maintaining IT assets and warehouse inventory, and supporting the IT team in system operation and administrative tasks.

This role plays a key part in maintaining daily IT services, supporting users, and assisting in the implementation and maintenance of IT infrastructure and operational processes.

Key Responsibilities

1. End-User Technical Support

• Provide first-level IT support for approximately 600 users across multiple departments and branches.
• Troubleshoot and resolve issues related to:
  • Windows / macOS workstations
  • Microsoft 365 / Email / Outlook
  • Network connectivity (LAN, Wi-Fi, VPN)
  • Printers, scanners, and office equipment
  • Business applications and internal systems
• Handle support requests via ticket system, email, phone or direct support.
• Escalate complex issues to senior IT engineers when necessary.
• Ensure incidents and service requests are handled within defined SLA timelines.

2. IT Asset & Warehouse Management

• Manage IT warehouse inventory including laptops, desktops, monitors, peripherals and accessories.
• Maintain accurate asset tracking and inventory records.
• Prepare equipment for new employees onboarding.
• Collect and verify equipment during offboarding processes.
• Coordinate hardware repair, warranty claims and vendor communication.
• Conduct periodic IT asset audits.

3. IT Operations Support

• Assist in the daily operation and maintenance of IT systems and infrastructure.
• Support IT team in tasks related to:
  • Active Directory user management
  • Access provisioning and revocation
  • System deployment and configuration
  • Basic server and network support
• Assist in system rollout, upgrades, and IT projects when required.

4. Documentation & Administrative Tasks

• Maintain and update IT documentation, procedures and operational records.
• Prepare reports related to inventory, incidents and IT activities.
• Support administrative tasks related to IT procurement and vendor coordination.
• Assist in maintaining compliance with IT policies and internal procedures.

• Education
  • Bachelor’s degree or diploma in Information Technology, Computer Science or related field.
• Experience
  • 1–3 years experience in IT Support / Helpdesk / Technical Support roles.
  • Experience supporting enterprise users or corporate environments is preferred.

Technical Skills

• Good knowledge of:
  • Windows operating systems
  • Microsoft 365 / Office Suite
  • Basic networking (TCP/IP, DNS, DHCP, VPN)
  • Active Directory user management
  • IT asset management and inventory systems
• Familiar with ticketing systems (Jira, ServiceDesk, Zendesk or similar) is an advantage.

Soft Skills

• Strong problem-solving and troubleshooting ability.
• Good communication skills and customer-oriented mindset.
• Ability to manage multiple tasks and prioritize effectively.
• Organized and detail-oriented, especially for asset management and documentation.

Preferred Skills (Optional but Advantage)

• Experience with ITIL processes (Incident, Request, Change).
• Experience supporting branch offices or distributed environments.
• Basic knowledge of network devices, firewalls or virtualization.
• Experience in IT asset lifecycle management.

Key Performance Indicators (KPI)

• Ticket resolution time and SLA compliance.
• User satisfaction.
• IT asset accuracy and inventory management.
• Onboarding / offboarding process efficiency.
• Documentation completeness and operational support quality.