About this role
ROLE TITLE: IT Support Engineer FUNCTION: IT Operations REGION: Asia Pacific REPORTING: IS Operations Manager, APAC LOCATION: India ROLE PURPOSE The Level 2 IT Support Engineer is responsible for resolving incidents and fulfilling service requests, ensuring adherence to predefined processes, procedures and guidelines to meet customer needs. This position is an exciting opportunity to work with best of breed technologies in a fast paced, vibrant working environment. The role provides a great opportunity for building and developing new skills, as well as opportunities to collaborate with colleagues abroad on technology-based projects. MAIN RESPONSIBILITIES · Utilise the ITSM platform (ServiceNow) to resolve Level 2 incidents and fulfill service requests within SLA. · Install, configure, diagnose, repair, maintain and upgrade IT hardware and supporting applications to ensure optimal performance while managing stakeholder expectations. · Administer and support Windows 11, MS Azure Suite (including Entra, Defender, Autopilot), PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JD Edwards and other Oracle cloud-based applications. · Manage and maintain accurate IT hardware, software and licence data for all assets under their remit. · Manage the hardware asset lifecycle, hardware procurement processes and vendors to ensure assets are available and delivered in a timely manner. · Work with Dell and HP hardware and peripherals, including imaging and support for both onsite and remote field-based devices. · Order, configure and support Apple and Android devices. · Administer local printers and video conferencing solutions. · Support the Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained. · Test and update local Disaster Recovery plans in line with business needs. · Define and execute improvement actions; document IT technical guides and contribute to reporting statistics as required. · Support local, regional, and global IT and Information Security projects as required.