Technical Support Engineer (IT Service Centre)

Job Description Roles & Responsibilities Technical Support Engineer (IT Service Centre) Job Summary We are seeking a customer-focused Technical Support Engineer to join our IT Service Centre team. The successful candidate will provide First and Second Level IT support to internal users and external partners, ensuring timely resolution of technical issues and delivering an exceptional customer experience. This role operates in a 24/7 shift environment and requires strong troubleshooting, communication, and service management skills. Key Responsibilities Serve as the first point of contact for IT-related incidents and service requests via phone, email, and ticketing systems. Diagnose, troubleshoot, and resolve hardware, software, network, and user access issues. Escalate complex incidents to specialized support teams while ensuring proper follow-up and communication. Provide remote and on-site technical support to internal users and external partners. Record, track, and update incidents and service requests within the IT Service Management (ITSM) system. Adhere to established Standard Operating Procedures (SOPs), security policies, and service management processes. Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Maintain and contribute to the knowledge base by documenting solutions, procedures, and troubleshooting guides. Collaborate with application support, infrastructure, and service teams to resolve technical issues effectively. Prepare accurate shift handover reports and incident summaries. Monitor recurring issues, identify trends, and recommend service improvements. Deliver exceptional customer service through professional communication, active listening, and problem-solving. Participate in shift rotations and provide overtime support when required. Required Qualifications Bachelor's Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or a related field. 2–5 years of experience in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles. Experience supporting Windows operating systems, Microsoft 365, and end-user computing environments. Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing platforms. Basic understanding of networking concepts, Active Directory, and user account administration. Strong troubleshooting and analytical skills. Excellent verbal and written communication skills. Ability to work effectively in a fast-paced 24/7 support environment. Preferred Skills Experience in L1/L2 technical support environments. Knowledge of ITIL service management practices. Experience with remote support tools and endpoint management solutions. Exposure to cybersecurity and IT compliance requirements. Strong customer service mindset with a focus on user satisfaction. Key Competencies Customer Service Excellence Technical Troubleshooting Incident & Problem Management Communication Skills Teamwork & Collaboration Attention to Detail Time Management Adaptability & Flexibility Service Delivery Focus Continuous Improvement Desired Candidate Profile NA Employment Type Full Time Company Industry IT - Hardware & Networking Department / Functional Area IT Hardware SupportIT Hardware Repair & Maintenance Keywords Customer ServiceService Desk ManagementIT HelpdeskIT Support SpecialistIT TechnicianSystem AdministrationTroubleshootingIT OperationsSystem Support AnalystTechnical Support SpecialistNetwork AdministrationDesktop Support Get real-time job updates only on our App