Junior IT Support Engineer

About the role

The Junior IT Support Engineer provides reliable, responsive, and high‑quality end‑user IT support across multiple office and plant locations. Operating at L1/L2 level, the role covers the full incident lifecycle, from first‑call logging through diagnosis, resolution, and closure, while ensuring users can work productively and securely.

Key responsibilities

• Serve as the first point of contact for IT support requests via phone, email, walk‑in and ServiceNow portal.
• Log, classify and prioritize incidents and service requests in line with SLA tiers.
• Diagnose and resolve hardware, software and connectivity issues for desktops, laptops, printers and peripherals.
• Set up, configure and deploy Windows 10/11, iOS and Android devices; manage endpoint provisioning, decommissioning and patch compliance.
• Manage user accounts, groups and permissions in Active Directory and Azure AD, including MFA enrolment and de‑provisioning.
• Troubleshoot LAN/WAN, VPN and Wi‑Fi issues; support meeting‑room AV/VC setups and basic network port activation.
• Follow ITIL‑aligned incident management processes and contribute to root‑cause analysis and change advisory activities.

Required profile

• Junior‑level professional comfortable working at L1/L2 support tier.
• Strong documentation skills and ability to communicate proactively with users.
• Willingness to contribute to continual service improvement through knowledge sharing.

Required skills

• ServiceNow (ITSM portal)
• Windows 10/11 operating systems
• iOS and Android device management
• Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive)
• Active Directory and Azure AD administration
• Basic networking (LAN/WAN, VPN, Wi‑Fi)
• Endpoint security tools (antivirus, encryption, patch management)
• ITIL incident and change management processes