Job Description

Roles & Responsibilities

IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions. This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework. You act as a critical escalation point for complex technical issues that go beyond first-line resolution, applying deep diagnostic expertise and a methodical approach to problem-solving. Your responsibilities span across maintaining and enhancing the performance of end-user systems and managing device configurations. In this capacity, you operate with a high degree of autonomy, often leading initiatives that improve service delivery and user satisfaction. You are expected to proactively identify inefficiencies, implement system optimizations, and contribute to continual service improvement efforts. Collaboration is key, as you work closely with cross-functional and cross-regional teams to uphold service excellence, share best practices, and align support strategies with organizational goals. Your role also involves mentoring junior support staff, shaping technical documentation, and participating in the rollout of new technologies and tools that enhance the end-user experience. Ultimately, this position demands a balance of hands-on technical proficiency, strategic thinking, and a user-centric mindset. You are a trusted technical advisor within the support ecosystem, driving operational resilience and ensuring that users across the enterprise experience seamless, secure, and responsive IT services.

Key Responsibilities

• Deliver Advanced Multi-Platform Support: Provide expert-level technical assistance across Windows, macOS, and mobile platforms. Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
• Lead Troubleshooting & Escalation Management: Take ownership of persistent or high-impact technical problems, applying deep diagnostic expertise. Collaborate with infrastructure and application teams to escalate and resolve issues efficiently.
• Support & Optimize Office IT Infrastructure: Maintain and enhance video conferencing systems, network connectivity, and shared office technologies. Ensure meeting spaces and collaboration tools are reliable, user-friendly, and aligned with hybrid work needs.
• Represent IT in Cross-Functional Projects: Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions. Provide input on planning, implementation, and post-deployment support.
• Maintain Documentation & Knowledge Sharing: Create and refine internal documentation, SOPs, and troubleshooting guides. Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.
• Provide Regional Onsite Support: Travel occasionally to regional offices to deliver hands-on support, assist with deployments, and build relationships with local teams. Ensure consistent service standards across locations.

Skills & Competencies

• Advanced Troubleshooting: Diagnoses and resolves complex, persistent, or multi-layered technical issues across Windows, macOS, and mobile platforms. Apply structured problem-solving and leverages enterprise tools to ensure long-term resolution and user satisfaction.
• MacOS Expertise: Demonstrates deep proficiency in macOS administration, including user account management, software deployment, system preferences, and device compliance. Confidently support Apple environments in mixed-platform workplaces.
• Security Awareness: Upholds high standards of endpoint and data security in collaboration with the Security Operations Centre (SOC). Support patching, access controls, and incident response protocols while promoting user awareness and safe practices.
• Project Collaboration: Actively contributes to cross-functional IT initiatives such as infrastructure upgrades, office expansions, and technology rollouts. Provide technical input, support implementation, and ensure smooth transitions for end users.
• Documentation & Knowledge Sharing: Creates and maintains clear, actionable documentation including SOPs, troubleshooting guides, and internal knowledge base articles. Share expertise with peers and junior staff to promote consistency and continuous learning.
• Customer Service Excellence: Delivers high-quality support across multiple channels - face-to-face, Teams, email - with professionalism, empathy, and clarity. Build trust with users by resolving issues efficiently and communicating effectively.
• Autonomy & Leadership: Operates independently with minimal supervision, managing priorities and resolving escalations. Mentor junior team members, lead local initiatives, and contribute to team development and service improvement.

Growth Indicators

• Leads Local Support Operations: Serves as the go-to technical lead for regional support activities, coordinating daily workflows, mentoring team members, and ensuring consistent service delivery aligned with enterprise standards.
• Improves Support Processes & User Experience: Identifies recurring challenges and inefficiencies, then initiates and implements enhancements to support workflows, documentation, and user-facing services. Advocates for solutions that reduce friction and elevate satisfaction. Recognizes AI as a critical tool for automating tasks, analysing support trends, and enhancing responsiveness.
• Influences Strategic IT Planning: Provides input on infrastructure decisions, technology rollouts, and service design. Collaborates with cross-functional teams to align support capabilities with broader IT goals and operational need.

Desired Candidate Profile

• Education: Bachelor's degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience).
• Certifications: Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).
• Experience Requirements: Strong professional IT support experience, including remote and onsite roles. At least 2 years of experience in IT operations or IT support function. Advanced proficiency in Windows, macOS, and mobile platforms. Strong experience with MDM tools (Jamf Pro, Intune). Familiarity with ITIL service management and compliance practices. Experience supporting a global customer base and collaborating across time zones. Hands-on experience with troubleshooting end-user IT equipment (Laptops, Monitor etc.) hardware issues will be an added advantage. Strong understanding in basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure etc. Ability to work in a fast-paced, ever-changing environment. Work effectively individually or in a team-oriented, collaborative environment with great interpersonal skills. Demonstrated professionalism, service mindset, and interpersonal skills.