The IT Support Engineer is responsible for providing first-line and second-line technical support to end-users across the organization. This includes resolving hardware, software, network, and Audio/Visual (A/V) issues. The role ensures reliable IT operations and delivers excellent customer service to support productivity and business continuity.

Key Responsibilities:

General IT Support:

Respond to IT support requests via ticketing system, phone, or in-person in a timely and professional manner.
Diagnose and resolve issues related to hardware, software, printers, network connectivity, and end-user devices.
Set up, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
Install, configure, and troubleshoot operating systems and standard applications (Windows, Microsoft 365, etc.).
Provide basic support for Active Directory, email, and user account management.
Support remote access (VPN, remote desktop) and mobile device management.
Maintain IT documentation, inventory records, and asset tracking.
Escalate unresolved issues to higher-tier support teams when necessary.

Audio & Visual (A/V) Support:

Set up, operate, and troubleshoot A/V equipment for meetings, conferences, training sessions, and events (projectors, video conferencing systems, wireless presentation tools, etc.).
Provide technical support for platforms like Microsoft Teams, Zoom, and Smartboard screens.
Ensure proper functionality of meeting room equipment, including displays, microphones, speakers, and control panels.
Support the maintenance and upgrade of A/V infrastructure across classrooms, meeting rooms, and common areas.
Coordinate with vendors and third-party providers for complex A/V setups or issues.
Document A/V equipment configurations and procedures.

Requirements

Diploma or bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
2+ years of experience in IT support, including exposure to A/V systems.
Strong knowledge of Windows OS, Microsoft 365, and standard office applications.
Experience with basic networking concepts (TCP/IP, DNS, DHCP).
Familiarity with video conferencing tools and meeting room hardware .
Excellent troubleshooting and problem-solving skills.
Strong communication and customer service abilities.
IT certifications (CompTIA A+, Microsoft MCP, etc.)

IT Technician