Senior IT Support Engineer

JOB DESCRIPTION

We are looking for a highly motivated and customer-focused Senior IT Support Engineer to provide Level 2 end-user support and ensure the smooth operation of workplace IT services. This role is responsible for ticket escalation, troubleshooting, and resolution of hardware, software, and network-related issues while delivering exceptional support to VIP users.

The successful candidate will act as a key point of contact for IT support activities, working closely with Service Desk teams, infrastructure teams, vendors, and business stakeholders to maintain high service quality and user satisfaction. This position requires strong technical troubleshooting capabilities, excellent communication skills, and the ability to perform effectively in a fast-paced environment.

ABOUT THE JOB

Provide Level 2 technical support for end users and service requests within agreed service levels.

Manage and maintain ticket updates throughout the incident lifecycle to ensure timely communication and resolution.

Escalate unresolved incidents and service requests to the appropriate support teams within defined timelines.

Deliver high-quality support to VIP users, ensuring prompt response and resolution of technical issues.

Liaise with clients, internal IT teams, and third-party vendors to coordinate issue resolution and service delivery.

Perform PC staging, deployment, configuration, and installation activities for new and existing users.

Execute IMAC (Install, Move, Add, and Change) requests for workplace IT equipment and services.

Conduct hardware and software maintenance, troubleshooting, and support for desktops, laptops, peripherals, and related devices.

Coordinate hardware repair and replacement activities with Service Desk teams and external vendors.

Provide support for conference rooms, meetings, and special events to ensure seamless technology operations.

Support Connected Backup clients and assist users with backup-related issues.

Provide local network support and collaborate with centralized network teams when required.

Assist server and infrastructure teams during planned maintenance activities or local support requirements.

Contribute to continuous improvement initiatives to enhance service quality, operational efficiency, and user satisfaction.

ABOUT YOU

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.

Minimum 7 years of experience in IT Support, Desktop Support, End User Computing (EUC), or Service Desk environments.

Proven experience providing VIP or Executive Support in a corporate environment is mandatory.

Strong experience supporting Windows-based desktop and laptop environments, hardware troubleshooting, software installation, and peripheral devices.

Hands-on experience with ticketing systems and incident management processes.

Good understanding of IT support operations, service management practices, and customer support principles.

Exposure to local network troubleshooting and coordination with infrastructure teams.

Experience performing PC deployment, IMAC activities, hardware refreshes, and workplace technology support.

Familiarity with conference-room technologies, collaboration tools, and event-support activities is an advantage.

Ability to work independently, prioritize multiple tasks, and perform effectively under pressure.

Willingness to work flexible hours when required to support business operations.

Fluent English communication skills, both written and spoken.

Strong interpersonal skills, customer service mindset, and ability to build effective working relationships.

Team-oriented, proactive, and committed to delivering excellent end-user experiences.

WHY AMARIS?

At Amaris Consulting, we believe in creating a thriving, positive workplace where every team member can grow, connect, and make a real impact. Here’s what you can expect when you join our dynamic community:

Global Diversity: Be part of an international team of 110+ nationalities, celebrating diverse perspectives and collaboration.

Trust and Growth: With 70% of our leaders starting at entry-level, we’re committed to nurturing talent and empowering you to reach new heights.

Continuous Learning: Unlock your full potential with our internal Academy and over 250 training modules designed for your professional growth.

Vibrant Culture: Enjoy a workplace where energy, fun, and camaraderie come together through regular afterworks, team-building events, and more.

Meaningful Impact: Join us in making a difference through our CSR initiatives, including the WeCare Together program, and be part of something bigger.

Equal opportunity

Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability or other characteristics.

Work Location: In person