Onsite IT Support Engineer

About the role

We are looking for an Onsite IT Support Engineer to deliver high‑quality end‑user support across our offices. You will act as the first point of contact for hardware, software and networking issues, ensuring rapid diagnosis and resolution while maintaining excellent customer service.

Key responsibilities

• Provide onsite technical assistance for Windows and macOS workstations, printers and peripherals.
• Install, upgrade and troubleshoot Microsoft Office 365, Adobe applications and other authorized software.
• Support video‑conferencing tools such as Zoom, Teams, Webex and VooV, and manage VPN connections via FortiClient.
• Perform basic network troubleshooting and assist with Active Directory and ticketing system tasks.
• Maintain and troubleshoot corporate mobile devices (Apple and Android) and first‑level issues with Apple Business Manager and Intune/MDM.
• Offer “smart hands” support for server, storage, network and cabling infrastructure during upgrades and patch cycles.
• Execute hardware break‑fix activities, preventative maintenance and component replacements.
• Manage the device lifecycle: asset receipt, deployment, migration, replacement and end‑of‑life processing.
• Monitor ticket queues, adhere to SLA targets and document resolutions in knowledge‑base articles.
• Coordinate with third‑party vendors for external repairs and ensure proper follow‑up.

Required profile

• Diploma or degree in Information Technology, Information Systems or a related field, or equivalent practical experience.
• Minimum 2 years of experience providing end‑user or onsite IT support.
• Strong working knowledge of Windows and macOS operating systems.

Required skills

• Microsoft Windows and macOS
• Microsoft Office 365, Adobe Creative Suite
• Zoom, Microsoft Teams, Webex, VooV (Tencent)
• FortiClient VPN, basic network troubleshooting
• Active Directory, Azure AD, Intune, Apple Business Manager
• Ticketing systems and ITIL incident/request management
• Apple iOS and Android mobile device support
• Hardware repair for laptops, desktops, printers and peripherals
• Asset management and lifecycle processes