IT Support Engineer

About the job
Work for a global technology company
IT Support with knowledge in ITIL Process
6 Months Contract and open to extension if further requirements is needed

About The Role

We are seeking a skilled IT Support Engineer to join our team, responsible for providing comprehensive IT support at our customer's site. The ideal candidate will have prior experience in the installation of computer clients and will be well-versed in various IT support processes, including SCCM-based Windows 10 distribution, Azure/Intune-based MDM setup, and event-related IT support.

Responsibilities

Handle SCCM-based Windows 10 distribution with a focus on client computer-side setup (no SCCM server work required).
Manage the setup and configuration of iPhone/Smart Devices.
Conduct Azure/Intune-based Mobile Device Management (MDM) client device setups.
Provide IT support for company-wide town halls, webcasts, and other events.
Offer "Walk-in" support for hardware issues at IT Café, Tech Stop, and similar locations.
Act as "Smart hands" for local infrastructure assistance, including visual checks (e.g., power, light indicators, device power cycle, cold start, etc.).
Accompany technical support engineers needing access to computer rooms and other secure environments for maintenance activities.
Perform cable patching as required.
Participate in other ad-hoc IT support activities as needed after the on-boarding process.

Requirements

Proven experience in computer client installation and support.
Strong knowledge of SCCM-based Windows 10 distribution.
Experience with mobile device setup, including iPhones and smart devices.
Hands-on experience with Azure/Intune-based MDM client device setups.
Ability to provide event-related IT support.
Familiarity with ITIL processes and ITSM tools like ServiceNow.
Strong problem-solving skills and ability to handle multiple tasks effectively
Familiar with ITIL processes, particularly in Incident Management, Service Request Management, and Problem Management
Proficiency with ITSM tools, specifically ServiceNow, including Incident management module, Service request management module, Problem management module etc.
Understanding of the ticket escalation process, including Incident ticket escalation, Service request ticket escalation, Problem management ticket assignment