Junior IT Engineer / IT Support Intern at SydSen Recruit

Required Skills & Qualifications:

• Education: Degree in IT, Computer Science, or related field (or equivalent experience).
• Certifications (Preferred): ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate.

Technical Skills:

• Experience with Windows & macOS operating systems.
• Familiarity with Office 365, Active Directory, and IT service management tools.
• Basic networking knowledge (IP addressing, Wi-Fi, VPNs, DNS, DHCP).
• Understanding of IT security principles and troubleshooting methodologies.

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Ability to work independently and within a team.
• Good documentation and organizational skills.

Key Responsibilities:

Technical Support & Troubleshooting:

• Provide 1st and 2nd line support to end-users for hardware, software, and network related issues.
• Diagnose and resolve technical problems via phone, email, and in-person support.
• Install, configure, and maintain IT hardware, including desktops, laptops, printers, and peripherals.
• Assist in managing Active Directory, Office 365, and other enterprise applications.
• Support Windows and macOS environments, ensuring system updates and security patches are applied.

Service Management & Documentation:

• Follow ITIL-based service management processes to handle incidents, problems, and requests.
• Log, track, and resolve IT support tickets using the organization’s IT service management (ITSM) tool.
• Escalate complex technical issues to senior engineers or third-party vendors when necessary.
•  Maintain up-to-date documentation for IT systems, support procedures, and troubleshooting guides.
•  Contribute to continuous improvement by identifying recurring issues and suggesting preventive measures.

Network & Security Support:

• Assist in basic network troubleshooting (Wi-Fi, LAN, VPN, firewalls).
• Monitor system performance and security alerts, reporting potential threats.
• Ensure adherence to IT security policies and assist with endpoint protection.

User Training & IT Projects:

• Provide training and guidance to end-users on IT tools, security best practices, and software usage.
• Participate in IT projects such as system upgrades, migrations, and new technology rollouts.