IT Support Engineer - IFS

Job Description:

IT Support is the frontline connection between IT@IFS and our global user community, ensuring seamless technology experiences that drive productivity. We are looking for a highly motivated IT Support Engineer to join our team—someone who is passionate about delivering exceptional L1 IT support, enhancing user satisfaction, and ensuring the reliability and efficiency of IT systems.

In this role, you will act as a first point of contact for IT-related issues, proactively troubleshooting hardware, software, and network concerns. Beyond resolving day-to-day support requests, you will contribute to streamlining IT processes, maintaining documentation, and collaborating with IT teams to ensure effective issue resolution and service improvement.

The ideal candidate is customer-focused, detail-oriented, and eager to learn, with a foundational understanding of IT infrastructure and applications. This is an excellent opportunity for IT professionals looking to grow in a dynamic and service-oriented environment.

Key Responsibilities of IT Support Engineer:

• Proactive Technical Support: Deliver high-quality L1 support, ensuring fast and effective resolution of common IT issues across hardware, software, and networks to enhance user experience. 
• Efficient Ticket Management: Accurately log and categorize incidents, escalating complex issues to L2 support with clear documentation to ensure seamless resolution and continuous service improvement. 
• Service Excellence & Responsiveness: Prioritise and resolve support tickets, emails, and calls within agreed SLAs while maintaining a user-focused approach to IT service delivery. 
• System Reliability & Performance: Assist in monitoring and maintaining IT systems and networks to proactively address potential disruptions and ensure smooth business operations. 
• Hardware & Software Enablement: Support the seamless installation, configuration, and troubleshooting of IT equipment, ensuring users can work efficiently with minimal disruption. 
• Knowledge Sharing & Collaboration: Maintain detailed records of issues, solutions, and best practices within the ITSM tool to foster knowledge-sharing and continuous learning within the IT team. 
• Process Simplification & Documentation: Contribute to the creation and improvement of IT processes and procedures, ensuring clarity, efficiency, and ease of use for both IT teams and end users. 
• Cross-Functional IT Collaboration: Gain exposure to a broad range of IT services and applications, working closely with different teams to drive seamless IT service integration and innovation. 
• Commitment to Quality & Compliance: Uphold IT support quality standards, ensuring adherence to SLAs, effective knowledge management, and high customer satisfaction scores. 
• Continuous Improvement Mindset: Actively contribute to IT service enhancement initiatives, leveraging feedback and data insights to simplify processes and improve the end-user experience. 
• Flexible & Reliable Support Coverage: Adapt to a 24/5 rotating shift schedule to provide consistent IT support, ensuring business continuity across global teams. 
• Team development: Support Associate Support Engineers, mentoring them on troubleshooting best practices while staying up to date on emerging IT technologies and service trends to drive improvements.

How is it measured:

• Efficient Issue Resolution: L1 support tickets are resolved promptly within agreed SLAs, ensuring minimal disruption to end users. 
• Accurate & Transparent Documentation: All incidents, resolutions, and troubleshooting steps are clearly logged in the IT Service Management (ITSM) system to support knowledge sharing and continuous improvement. 
• User-Centric Support Experience: Positive feedback and high satisfaction ratings from end-users, reflecting a commitment to clear communication, responsiveness, and quality service. 
• Effective Collaboration & Escalation Management: Complex issues are escalated efficiently with well-documented context, ensuring a smooth handover to higher support levels while maximizing first-contact resolution. 
• Commitment to Best Practices: Adherence to IT support processes, service management frameworks, and continuous service improvement (CSI) initiatives to drive operational.

Qualifications:

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related field. Experience: At least 2 years of experience in IT operations or IT support function. 
• Technical Skills: Understanding of ITIL framework and best practices, with experience in implementing and managing ITIL-based processes. Experience with IT service management tools(Preferred). 
• Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services. 

Desirable Qualifications:

• Certifications: ITIL certification preferred. (e.g., ITIL Foundation) Additional Information
• We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. 
• Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.