IT Support Specialist/Engineer

An IT Support Specialist/IT Support Engineer is responsible for ensuring seamless operation of an organization's IT infrastructure, including hardware, software, and networks. They provide end-user support—both remote and in person—solve technical problems, and maintain system security and efficiency. This role is ideal for individuals who enjoy troubleshooting, working with users, and maintaining reliable and secure IT environments.

Must Have

• Respond promptly to support requests via ticketing systems, phone, or email; troubleshoot hardware, software, and network issues.
• Install, configure, update, and maintain computers, servers, peripherals, and mobile devices.
• Diagnose and repair system malfunctions, including workstations, VPNs, printers, and network protocols.
• Maintain and monitor IT infrastructure components—networks, servers, and security systems.
• Create and update technical documentation, knowledge base articles, and support logs.
• Enforce IT security policies: manage patches, access controls, malware protection, and compliance with standards.
• Train end-users on software, hardware, and internal guidelines; assist onboarding of new employees.
• Escalate complex issues to senior IT staff or external specialists, and follow up to resolution.
• Technical proficiency in Windows and Office 365 environments.
• Knowledge of networking fundamentals: TCP/IP, VPN, firewalls, Layer 2 Switches, SDWAN Devices, MS Azure cloud computing, wireless network, and experience in AD/AAD.
• Experience with remote support tools and ticketing systems.
• Prior hands-on experience (typically 1–3 years) in IT support, helpdesk, or comparable roles.

Good to Have

• A degree in Computer Science, Information Technology, or related field.
• Industry certifications such as CompTIA, A+, Network+, CCNA, Microsoft 365 Fundamental certifications, or ITIL.
• Experience in AI Tools and digitalization program.

Company Description

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

An IT Support Specialist/IT Support Engineer is responsible for ensuring seamless operation of an organization's IT infrastructure, including hardware, software, and networks. They provide end-user support—both remote and in person—solve technical problems, and maintain system security and efficiency. This role is ideal for individuals who enjoy troubleshooting, working with users, and maintaining reliable and secure IT environments.

Qualifications

A degree in Computer Science, Information Technology, or related field—preferred.

Industry certifications such as CompTIA, A+, Network+, CCNA, Microsoft 365 Fundamental certifications, or ITIL are desirable.

Technical proficiency in Windows and Office 365 environments. Knowledge of networking fundamentals: TCP/IP, VPN, firewalls, Layer 2 Switches, SDWAN Devices, MS Azure cloud computing, wireless network, and experience in AD/AAD. Experience with remote support tools and ticketing systems. Prior hands-on experience (typically 1–3 years) in IT support, helpdesk, or comparable roles

Additional Information

#LI-Onsite

Key Responsibilities

• Respond promptly to support requests via ticketing systems, phone, or email; troubleshoot hardware, software, and network issues.
• Install, configure, update, and maintain computers, servers, peripherals, and mobile devices.
• Diagnose and repair system malfunctions, including workstations, VPNs, printers, and network protocols.
• Maintain and monitor IT infrastructure components—networks, servers, and security systems.
• Create and update technical documentation, knowledge base articles, and support logs.
• Enforce IT security policies: manage patches, access controls, malware protection, and compliance with standards.
• Train end-users on software, hardware, and internal guidelines; assist onboarding of new employees.
• Escalate complex issues to senior IT staff or external specialists, and follow up to resolution
• Evaluate and recommend new technologies and equipment based on performance and cost-effectiveness.

Skills & Competencies

• Problem-solving: Diagnose and resolve technical issues systematically.
• Communication: Clearly explain technical information to non-technical users.
• Customer service: Provide friendly, efficient support and maintain user satisfaction.
• Time management: Prioritize tasks and manage multiple support cases effectively.
• Documentation: Maintain accurate records and contribute to support repositories.
• Advanced Tech skills : Experience in AI Tools and digitalization program is an added advantage

Job Location

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