Senior IT Support Engineer Windows Migration Project  

Incident Management

• Receive, log, categorize, and resolve IT incidents according to established procedures and SLA.
• Perform initial troubleshooting and provide first-level support for end-user issues.
• Monitor incident progress and ensure timely resolution

Service Request Fulfillment

• Handle user service requests related to hardware, software, operating systems, and IT services.
• Execute requests in accordance with company policies and service standards.

​​​​​​​User Access Management

• Process user access requests including creation, modification, and revocation of user accounts and permissions.
• Ensure all access requests comply with governance, security, and approval requirements.

​​​​​​​Windows Migration & Deployment Support

• Perform setup, configuration, and deployment of laptops and desktops.
• Install, upgrade, and configure Windows 10 and Windows 11 operating systems.
• Support Windows Edition Migration activities and ensure successful deployment.
• Conduct post-installation verification and user readiness checks.

​​​​​​​Monitoring & Escalation

• Perform initial monitoring of IT services and infrastructure alerts.
• Identify and escalate issues requiring Level 2 or Level 3 support.
• Coordinate with relevant technical teams to ensure issue resolution.

​​​​​​​Knowledge Management

• Utilize existing knowledge base articles to resolve common issues.
• Document troubleshooting steps and update knowledge base documentation when necessary.

​​​​​​​User Support

• Provide technical assistance and guidance to end users.
• Maintain high standards of customer service and communication.

• Minimum Bachelor's Degree (S1) in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5 years of experience as an IT Support Engineer, Desktop Support Engineer, End User Computing (EUC) Engineer, Technical Support Engineer, or similar role.
• Proven experience supporting Windows operating systems, including Windows 10 and Windows 11 deployment, migration, installation, and troubleshooting.
• Strong experience in laptop and desktop provisioning, imaging, configuration, and deployment.
• Hands-on experience in Incident Management, Service Request Fulfillment, and User Access Management.
• Familiar with Active Directory administration, Group Policy, user account management, and access provisioning processes.
• Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, Freshservice, Remedy, or similar platforms.
• Strong understanding of Microsoft ecosystem, including Windows OS, Microsoft 365, Outlook, Teams, and Office applications.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting.
• Experience coordinating with Level 2 and Level 3 support teams to ensure timely issue resolution.
• Familiarity with ITIL principles and service management best practices is preferred.
• Strong analytical, troubleshooting, problem-solving, and communication skills.
• Able to work independently with minimal supervision and handle multiple support requests simultaneously.
• Willing to work on weekends (Saturday & Sunday) throughout the project duration, with substitute leave provided on weekdays.