Alpha.jobs, on behalf of its client and in cooperation with a licensed employment agency with license number 547, is looking for IoT / Desktop Support Engineer.
Salary:
Employment type:
Work arrangement:
Main duties:
- Provide Tier 1/2 support for end-user devices, Microsoft 365 services and IoT hardware as part of an international desktop-support team.
- Handle requests through Jira Service Management, Slack, email and phone in a 24/7 support environment.
- Diagnose Windows and macOS, business-application, printer, peripheral and mobile-device issues.
- Use ManageEngine EndpointCentral for remote troubleshooting, device management and software deployment.
- Provide on-site installation, replacement and troubleshooting when remote support is insufficient.
- Support Outlook/Exchange Online, Teams, OneDrive for Business, SharePoint Online and Intune, including setup and usage questions.
- Perform basic Microsoft Entra ID account administration, including password resets, licence checks and group memberships.
- Provide backup Microsoft 365 administration outside business hours when the primary administrator is unavailable.
- Install and configure laptops, desktops, monitors and IoT hardware and manage provisioning, maintenance and decommissioning.
- Maintain hardware and software-licence inventories and coordinate equipment shipping between offices for recruitment, relocation and replacement.
- Prioritise tickets against SLAs, document diagnostic steps and resolutions, and maintain procedures, troubleshooting guides and user documentation.
- Report ticket volumes, resolution times, recurring problems and hardware-inventory information.
- Escalate complex problems to engineering, network or security teams and coordinate handovers across time zones.
- Work with HR and managers on employee onboarding and technology setup.
- Apply device-security, data-protection and access-control procedures, including encryption, antivirus and patching.
- Report security incidents promptly and support compliance checks and remediation through Intune and EndpointCentral.
Requirements:
- Two to three years or more in desktop support, IT support or a similar practical technical role.
- Strong computer-hardware troubleshooting skills covering motherboards, memory, storage and peripherals.
- Practical Windows 10/11 installation, configuration and troubleshooting experience.
- User-support knowledge of Microsoft 365 services and basic Microsoft Entra ID account and licence management.
- Experience with Jira or comparable incident and reporting tools.
- Endpoint-management experience, preferably ManageEngine EndpointCentral or a comparable RMM tool.
- Networking fundamentals covering TCP/IP, DNS, DHCP, VPN and Wi-Fi.
- Strong independent problem solving and the ability to manage several priorities with limited supervision.
- Clear written and spoken English and the ability to explain technical matters to non-technical users.
- Customer-focused communication, interpersonal skills and calmness under pressure.
- Availability for after-hours support or travel to other offices when required.
- Microsoft Modern Desktop Administrator Associate or Endpoint Administrator Associate certification is advantageous.
- Azure Fundamentals AZ-900, CompTIA A+, Network+ or comparable certification is advantageous.
- EndpointCentral patching, deployment and remote-control experience is advantageous.
- PowerShell, macOS support, ITIL knowledge and experience in distributed international teams are advantageous.
Schedule:
- Support coverage operates across time zones in a 24/7 environment.
- After-hours Microsoft 365 backup support and occasional travel to other offices may be required.
Benefits:
- Flexible, remote-friendly working environment.
- Professional growth and development opportunities.
- Work with international projects and teams.
- Collaborative, inclusive culture and access to modern technologies.
Only successful candidates will be contacted.
