Information Technology Support Engineer

We are seeking a skilled IT Support Engineer to provide Level 1 and Level 2 support for internal and external users, both onsite and remotely, across multiple time zones. The role includes troubleshooting hardware, software, network, and printer issues, installing and maintaining IT systems, managing user access and permissions, and coordinating with vendors and higher‑level teams. The engineer will also handle on‑site support for office setups, onboarding/offboarding, and perform administration tasks such as patch management and asset tracking.

• Provide Level 1 and Level 2 IT support to end‑users, both onsite and remotely
• Troubleshoot and resolve hardware, software, network, and printer issues
• Support international users across different time zones via email, chat, voice, or remote tools
• Install, configure, and maintain IT systems, laptops, desktops, mobile devices, and applications
• Manage user access, email accounts, and system permissions
• Document issues, solutions, and maintain support logs in the ticketing system
• Coordinate with vendors and elevate issues to Level 3/Infrastructure teams when needed
• Provide on‑site support for office IT setups, conferences, and user onboarding/offboarding
• Administer IT systems, including patch management, anti‑virus management, asset management, packaging, and software updates
• Respond to support requests via phone, email, AWSConnect, Webchat, WhatsApp, or in person, ensuring timely resolution and excellent customer service

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Minimum 2 years of IT support experience, preferably in an international support environment
• Strong verbal and written communication skills
• Hands‑on experience with Windows, macOS, Office 365, Active Directory, and remote tools (TeamViewer, AnyDesk, etc.)
• Knowledge of basic IT infrastructure concepts such as LAN, DNS, DHCP, VPN, VM, and servers
• Ability to multitask, prioritize, and work independently in a fast‑paced environment
• Flexible to work in US shifts and provide international support