Junior IT Support Engineer

The Junior IT Support Engineer is responsible for providing first-line and second-line IT support for global end-user devices and network systems. The role ensures stable, secure, and efficient IT operations by resolving incidents, supporting infrastructure, and contributing to continuous improvement of IT services.

1. Primary Responsibilities

• Provide timely and effective IT support to end users across multiple locations
• Manage and resolve incidents, ensuring accurate documentation and escalation where required
• Support the deployment, configuration, and maintenance of endpoint devices and IT infrastructure
• Maintain and support core IT systems, networks, and security solutions
• Contribute to IT service improvements and infrastructure optimization
• Ensure adherence to IT processes, procedures, and security standards
• Collaborate with internal teams and external partners to ensure service continuity

1. Specific Tasks

• Respond to support queues and document incidents in line with ITIL processes
• Troubleshoot hardware, software, and network-related issues and provide effective solutions
• Escalate unresolved issues to senior IT teams and external vendors where necessary
• Configure, image, and deploy laptops and desktops
• Administer Active Directory (user management, security groups, login scripts)
• Support Microsoft 365 environment (Outlook, Teams, SharePoint, OneDrive)
• Manage endpoint devices using tools such as Intune and SCCM
• Support remote management and collaboration tools (e.g., Microsoft Teams)
• Maintain and support infrastructure systems (VMware, storage systems, backups, firewalls)
• Perform system updates, firmware upgrades, and change management activities
• Support cloud environments (Azure and AWS) and identity solutions (SSO, Azure AD, SAML)
• Assist in maintaining LAN/WAN infrastructure and network equipment
• Monitor and maintain IT asset inventory and documentation
• Collaborate with senior IT engineers on system improvements and projects
• Ensure compliance with security policies, including VPN and Zero Trust access principles

1. Competences

• College diploma in IT or related field, or equivalent work experience

• Certifications such as A+, MCP, Network+, or CCNA are considered a plus

• 2+ years of experience in IT support within a multi-site or global environment
• Experience with Microsoft 365, including Teams, Azure Active Directory, and EMS
• Experience with endpoint management tools such as Intune and SCCM
• Experience with Active Directory and identity management systems
• Basic knowledge of networking concepts (LAN/WAN)
• Experience with Windows Server environments
• Familiarity with cloud platforms (Azure and/or AWS)
• Experience working within ITIL frameworks

• Strong problem-solving and analytical skills
• Customer-oriented mindset with a focus on service quality
• Good communication skills (verbal and written)
• Ability to manage multiple tasks and prioritize effectively
• Structured and process-oriented working style
• Team player with the ability to collaborate across functions
• Self-motivated with attention to detail
• Ability to work independently and take ownership
• Flexibility to participate in on-call rotations and work outside standard hours
• Willingness and ability to learn new technologies and continuously improve