The IT Support Engineer is needed to assist with but not limited to maintenance and configuration of our internal infrastructure such computer systems, servers and network infrastructure. You will install hardware and software on endpoints or mobile devices and continuously improve and keep up with the IT business needs of our organization.

You will need to actively resolve problems and issues with computer, mobile devices and other systems to limit work disruptions within the company locally. Business continuity approach at all times. Working with the wider team to unify and simplify solutions for all regions, embrace IT modernization through tools to boost employee productivity. 

You will report to the Global Helpdesk Manager. 

As a IT Support Engineer, you will:  

• Drive the change from individual services to unified and simplified solutions to all regions, converting to modern workplace environment. 

• Support modern technologies for all offices locally and globally including remote. 

• Continuously assess and improve the support services we offer to our business units in line with their regional requirements and our global scale. 

• Support the day-to-day operation of all technology or telecommunication devices (hardware, software, network–endpoint related, internet–endpoint related, and phone) across our IT Service Management (asset, incident, problem, and change management) 

• Continuously evaluate current configurations and improve where needed. 

• Ensuring accurate and timely resolution of incidents and requests in line with Service Level Agreements (SLAs).  

• Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.  

The IT Support Engineer:  

• Degree in relevant IT field or have equivalent professional experience. 

• Minimum 1 year of relevant work experience. 

• You have good knowledge in the areas of Windows and Macintosh clients. 

• Experience and understanding of Intune and Jamf for device management and deployment. 

• Strong knowledge of Office 365 administration and troubleshooting. 

• Good understanding of Active Directory, including managing user accounts and permissions. 

• Knowledge of networking concepts, including DNS, DHCP, and connectivity across wired and wireless networks 

• Experience in user remote support. 

• Mobile device support and understanding of deployment. 

• Ability to document processes. 

• Excellent organisation skills. 

• Ability to work within a fast-moving team. 

• Excellent communication skills both written and verbal in English and French 

• High level of attention to detail. 

• Collaborative working but prepared to make decisions.