IT Support Engineer

About the Company

Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specialise in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.

About the Role

The IT Support Engineer is responsible for delivering first and second-level technical support, ensuring smooth day-to-day IT operations and timely resolution of hardware, software, and network-related issues. This role ensures alignment between service delivery standards and business objectives while maintaining operational efficiency, user satisfaction, and SLA compliance.

Key Responsibilities

Functional

• Provide first and second-level technical support for end-user issues
• Troubleshoot hardware, software, and application-related problems
• Perform break-fix support, fault diagnosis, and resolution

Operational / Delivery

• Manage and resolve tickets within defined SLAs
• Install, configure, and maintain Windows systems and applications
• Support desktop/laptop hardware, printers, and peripheral devices

Governance & Process

• Maintain accurate documentation of incidents and resolutions
• Ensure adherence to IT support standards and procedures
• Follow escalation processes for complex technical issues

Stakeholder Management

• Communicate effectively with end-users and internal teams
• Coordinate with vendors for issue resolution (e.g., antivirus, hardware)
• Provide status updates to supervisors and management

Core Deliverables

• Timely resolution of IT support tickets
• Accurate ticket documentation and reporting
• System up-time and user satisfaction
• Preventative maintenance execution

Required Skills & Competencies

• Strong knowledge of Windows 11 and Microsoft Office 365
• Experience with Active Directory and Group Policy (GPOs)
• Hardware troubleshooting and installation expertise
• Basic knowledge of Mac OS support
• Understanding of networking, servers, and IT infrastructure
• Strong analytical and problem-solving skills
• Excellent communication and customer service abilities
• Ability to multitask and work in a fast-paced environment

Preferred Experience

• 2–3 years of experience in desktop support or IT help-desk roles
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP)
• Experience with ticketing systems and enterprise environments
• Exposure to mobile device management (iOS & Android)

Success Measures

• SLA adherence and ticket resolution time
• User satisfaction and service quality
• Accuracy of documentation and reporting
• System reliability and reduced downtime