WORKPLACE IT SUPPORT ENGINEER

Workplace Support (WPS) Engineer

Provides end-user IT support and hands-on (“hand & eyes”) assistance for desktops, laptops, peripherals, and local applications, while supporting local and global IT operations.

Key Responsibilities

• Deliver 1st & 2nd level IT support to end users
• Provide Hand & Eyes support to regional and global IT teams
• Manage and monitor IT tickets (ITSM tool)
• Support hardware/software deployment, upgrades, and maintenance
• Manage IT assets, purchases, and invoices
• Ensure user satisfaction and service quality
• Support security, compliance (ISO, ISAE), and risk management
• Maintain data confidentiality, integrity, and availability
• Assist with budgeting and cost control
• Provide training and guidance to users
• Support local and global IT projects

Technical Skills Required

• Windows (10, Server 2012 R2 / 2016), Hyper-V
• ITIL 4 (certified preferred)
• Patch & Vulnerability Management
• Networking: LAN, WAN, WiFi
• Dell servers, storage & backup (DPM, tape)
• Citrix, VPN, infrastructure services
• Microsoft O365 / Active Directory user management

Key Deliverables

• Deploy and manage OS, devices, and IT assets
• Respond to incidents and requests within SLA
• Support end-user technical needs
• Maintain IT asset documentation and registers
• Ensure server backup, patching, and monitoring
• Manage Active Directory and application access
• Support local infrastructure (servers, network, ISP)
• Improve knowledge base (e.g., Azure Chatbot)
• Handle procurement, expenses, and IT budget activities