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We are seeking an IT Site Support Engineer (IT1) to provide hands-on technical support for end-user computing environments. This role delivers onsite and remote support to corporate and field users, working closely with local and global IT teams to ensure a high-quality end-user experience in a fast-paced enterprise environment.

Role Context
The IT Site Support Engineer supports a hybrid workforce, providing desk-side, walk-up, and remote assistance. The role collaborates with regional and international IT teams, participates in global IT initiatives, and helps continuously improve support processes and procedures.

Key Responsibilities
• Provide onsite and remote end-user support for laptops, desktops, peripherals, mobile devices, and audio-visual (AV) equipment.
• Troubleshoot Windows 11 and macOS operating systems, including performance, stability, and user-experience issues.
• Perform laptop and desktop break-fix activities, including hardware diagnostics, part replacement, and vendor RMA coordination.
• Provision, image, and re-image systems using enterprise tools such as Intune, Autopilot, SCCM, and JAMF.
• Configure systems post-image, including application deployment, security tools, and endpoint protection / antivirus (AV) software.
• Support user accounts, printers, and network connectivity including LAN, Wi-Fi, VPN, and basic network troubleshooting.
• Provide basic support for conference room and AV technologies, including Microsoft Teams Rooms and peripherals.
• Assist with employee onboarding and offboarding, including device setup, data migration, asset handover, and access validation.
• Manage incidents and service requests through ITSM tools, ensuring accurate documentation and SLA adherence.
• Maintain accurate asset inventory records and assist with hardware stock management and lifecycle activities.
• Coordinate with shipping and receiving for device deliveries, returns, and refresh cycles.
• Collaborate with local, regional, and global IT teams to resolve escalated issues and support enterprise initiatives.

Educational Qualifications
• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• Relevant certifications (Microsoft, ITIL, endpoint or OEM certifications) are preferred but not required.