IT Engineer – Level 2 End‑User & Infrastructure Support

About the role

The Local IT Engineer will provide Level 2 support for end‑users and infrastructure across the organisation. You will troubleshoot hardware and software issues, manage endpoint devices, and act as the primary onsite IT contact for business users.

Key responsibilities

• Deliver Level 2 technical support for desktops, laptops, mobile devices, printers and other peripherals, both remotely and onsite.
• Deploy, configure, image, and refresh end‑user devices, ensuring compliance with security standards such as antivirus, patching and encryption.
• Maintain accurate hardware and software inventory, track licences and asset lifecycles.
• Log and manage incidents, service requests and changes using ITSM tools (e.g., ServiceNow) following ITIL processes.
• Collaborate with network, security, application and other IT teams to resolve complex issues and support projects such as upgrades, migrations and roll‑outs.
• Coordinate with external vendors for hardware replacement, software issues and technical escalations.
• Provide basic training and guidance to end users on IT systems, applications and security policies.

Required profile

• Strong experience in end‑user computing and desktop support.
• Good knowledge of Windows operating systems, Microsoft 365, VPN and collaboration tools.
• Proven ability to work independently in an onsite customer environment and collaborate with global IT teams.
• Excellent communication and stakeholder‑management skills.

Required skills

• Windows OS
• Microsoft 365
• VPN
• Device imaging and deployment tools
• ServiceNow or JIRA (ITSM/ITIL)
• Endpoint security, patching, antivirus and encryption