Senior IT System Engineer – Level 2 Support

About the role

The Senior IT System Engineer provides Level 2 technical support for end‑user devices across the head office and production facilities in Port Moresby. The role involves troubleshooting, device deployment, and ensuring compliance with security standards while collaborating with other IT teams.

Key responsibilities

• Deliver Level 2 support for desktops, laptops, mobile devices, printers, scanners and other peripherals.
• Diagnose, troubleshoot and resolve incidents and service requests remotely or onsite.
• Deploy, configure, image and refresh end‑user devices, ensuring they meet security and compliance policies.
• Provide application support for Microsoft 365, VPN and collaboration tools.
• Maintain accurate hardware and software asset inventory and manage lifecycle and licensing.
• Log and track incidents, service requests and changes using ServiceNow following ITIL processes.
• Collaborate with network, security, infrastructure and application teams to resolve complex issues.
• Coordinate with external vendors for hardware replacement, procurement and technical escalations.

Required skills

• Strong experience in End‑User Computing desktop support.
• Proficiency with Windows operating systems and Microsoft 365.
• Knowledge of VPN and collaboration tools.
• Hardware troubleshooting, device imaging and deployment.
• Familiarity with ITSM/ITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, encryption and compliance requirements.
• Experience managing IT assets and hardware/software lifecycle.