L1 End user Support (IT - Immediate - WEST)

Job Summary

The IT Support Engineer provides technical and operational support for desktops, laptops, mobile devices and workplace peripherals. The role covers device deployment, troubleshooting, replacement, asset management and lifecycle support.

Candidates must have between one and three years of relevant hands-on experience in desktop, device or end-user IT support.

Key Responsibilities

• Provide technical support for desktops, laptops, tablets and other assigned devices.
• Install, configure and prepare devices for new and existing users.
• Troubleshoot hardware, Windows operating system, application and peripheral issues.
• Perform device replacement, collection, return, refresh and decommissioning activities.
• Assist users with email, Microsoft 365, connectivity and access-related issues.
• Troubleshoot basic wired, wireless and VPN connectivity issues.
• Support printers, monitors, docking stations and other workplace equipment.
• Perform basic device imaging, software installation and data migration.
• Maintain accurate asset, inventory and device-assignment records.
• Record and update incidents and service requests in the ticketing system.
• Coordinate with vendors and other technical teams for repairs and escalations.
• Follow IT security, data-protection and equipment-handling procedures.
• Complete assigned support requests within the required service levels.

Requirements

• NITEC, Higher NITEC or Diploma in Information Technology, Computer Engineering or a related discipline.
• One to three years of relevant experience in desktop support, device support, deskside support or end-user computing.
• Hands-on experience supporting desktops, laptops and workplace peripherals.
• Working knowledge of Windows 10/11 and Microsoft 365 applications.
• Experience with hardware troubleshooting, device setup and equipment replacement.
• Basic knowledge of user accounts, Active Directory, wired and wireless networks, and VPN support.
• Experience using an incident or service-request ticketing system.
• Familiarity with IT asset management and inventory tracking.
• Good troubleshooting, communication and customer-service skills.
• Responsible and comfortable handling company equipment and inventory.
• Able to work independently and coordinate with users, vendors and technical teams.
• Willing to work on-site and support device deployment activities when required.