Onsite IT Support Engineer

About the role

We are looking for an Onsite IT Support Engineer to deliver high‑quality, customer‑focused technical assistance to end‑users. You will work directly at client locations, diagnosing and resolving hardware and software issues while ensuring compliance with ITIL processes and security standards.

Key responsibilities

• Provide onsite end‑user support for Windows and macOS devices, Microsoft 365, Adobe and other authorized applications.
• Manage incidents and service requests in line with ITIL, logging, categorising, prioritising and closing tickets within SLA.
• Troubleshoot networking, VPN (FortiClient), Active Directory, and basic infrastructure equipment.
• Support mobile devices (Apple, Android) and manage enrollment via Apple Business Manager and Intune/MDM.
• Assist infrastructure teams with “smart hands” tasks such as cabling, server and storage hardware.
• Perform hardware break‑fix, preventative maintenance and asset lifecycle activities.
• Coordinate with third‑party vendors for repairs and maintain accurate asset records.
• Monitor ticket queues, contribute to knowledge base articles and provide remote Level‑2 support when needed.

Required profile

• Diploma or degree in Information Technology, Information Systems or equivalent practical experience.
• Minimum 2 years of experience in end‑user or onsite IT support.
• Strong customer service orientation and ability to work independently on site.

Required skills

• Microsoft Windows operating systems
• macOS operating systems
• Microsoft 365 / Office suite
• Adobe applications
• Zoom, Microsoft Teams, Webex, VooV (Tencent) meeting tools
• FortiClient VPN
• Active Directory and Azure AD
• Basic networking concepts
• Ticketing systems (ITIL)
• Intune / Mobile Device Management
• Apple Business Manager
• Hardware troubleshooting for laptops, desktops, printers