IT Support Engineer (Shifting)

Job Description

• Coordinate daily IT operational activities to ensure smooth, reliable, and efficient service delivery.

• Manage the operational team, ensuring tasks and responsibilities are carried out effectively in accordance with established procedures.

• Monitor network connectivity, IT infrastructure, computer devices, and supporting applications to maintain operational stability.

• Provide technical support and troubleshooting for network, hardware, software, and other IT-related issues.

• Identify, analyze, and resolve technical issues, as well as escalate complex problems to the relevant teams when necessary.

• Ensure all IT incidents and service requests are handled promptly and in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).

• Coordinate with internal teams and relevant stakeholders to support IT operational requirements and resolve technical issues.

• Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational reports.

• Monitor team performance and ensure compliance with operational standards, policies, and procedures.

• Identify opportunities for improvement in IT operational processes to enhance service quality and operational efficiency.

• Ensure a high level of user satisfaction by providing responsive, effective, and professional IT support services.

Job Requirements

• Minimum Diploma (D3) degree in a relevant field, such as Information Technology, Information Systems, Computer Engineering, or other related disciplines.

• Demonstrated leadership skills with the ability to manage and lead a team effectively.

• Minimum of 3 years of work experience in network operations, IT Support, Helpdesk, or similar technical service roles.

• Basic understanding of computer networking, including network connectivity concepts and network devices.

• Basic knowledge of operating systems and applications supporting Information Technology (IT) operations.

• Ability to perform basic troubleshooting of network, computer hardware, and IT operational application issues.

• Ability to identify, conduct initial analysis, and escalate technical issues in accordance with established Standard Operating Procedures (SOPs).

• Strong communication and coordination skills to collaborate effectively with operational teams and relevant stakeholders.

• Ability to prepare clear, detailed, and well-organized work documentation and reports.

• Ability to work independently as well as collaboratively within a team.

• High level of integrity, discipline, and a strong commitment to user service excellence and problem-solving.