Senior Engineer - Cloud & Infra Management

What you will do

• Provide first-level technical support to end users by phone, email, and chat.
• Troubleshoot hardware, software, operating system, and network-related issues.
• Log, manage, monitor, and follow up on service requests and incidents in IT service management systems.
• Set up and configure desktops, laptops, mobile devices, software applications, and updates.
• Document support activities and solutions while ensuring compliance with IT policies and procedures.
• Escalate complex issues and maintain a high level of user satisfaction.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3–6 years of experience in an IT service desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with IT service management tools such as ServiceNow or BMC Remedy.
• Strong problem-solving, communication, interpersonal, and customer service skills.

Nice to have

• CompTIA A+, ITIL Foundation, or other relevant certifications.
• Experience with remote support tools and techniques.
• Knowledge of Active Directory and Office 365 administration.
• Familiarity with mobile device management solutions.