IT Support Engineer

About IFS

IFS is a global enterprise software company generating over a billion dollars in revenue with more than 7000 employees worldwide. Our cutting-edge AI technology forms the core of our award-winning solutions, enabling customers to perform at their best during critical moments. We are committed to embracing AI internally to remain technological leaders, unlocking creativity and efficiency for our teams and ensuring our products stay innovative.

We value flexibility, innovation, and meaningful global impact by addressing significant societal challenges through agility, collaboration, and trust. Recognizing diversity as a strength, we foster an inclusive environment representing varied cultures and perspectives of our customers, partners, and communities. Joining IFS means becoming part of a sustainable, globally diverse organization dedicated to making a positive difference.

Role Overview

Our IT Operations team serves as the direct link between IT@IFS and the worldwide user base, delivering local and remote support that ensures smooth technology access to empower efficient work. As a mid-level IT Support Engineer, you will handle advanced technical support responsibilities, including complex troubleshooting and system management across multiple platforms such as Windows, macOS, and mobile devices. You will lead problem resolution, optimize IT infrastructure, and support office collaboration technologies.

Responsibilities

• Provide expert technical assistance for Windows, macOS, and mobile platforms, resolving complex device, application, and connectivity issues both remotely and onsite.
• Manage escalations for persistent or high-impact problems, using deep diagnostics and working closely with infrastructure and application teams for swift resolution.
• Maintain and enhance office IT systems including video conferencing, network connectivity, and shared technologies to support hybrid work environments.
• Participate as the IT technical representative in cross-functional projects like office expansions and infrastructure upgrades, contributing to planning and deployment activities.
• Develop and update internal documentation, standard operating procedures, and troubleshooting guides while mentoring junior staff and sharing knowledge to promote best practices.
• Occasionally provide onsite support at regional offices to assist with deployments and foster strong relationships with local teams, ensuring service consistency.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Computer Systems & Network, System Engineering, or equivalent experience.
• Minimum of 2 years of professional experience in IT support or operations, including remote and onsite roles.
• Advanced technical expertise in supporting Windows, macOS, and mobile platforms.
• Proficient in Mobile Device Management tools such as Jamf Pro and Intune.
• Familiarity with ITIL service management frameworks and compliance standards.
• Experience supporting a global user base and coordinating across multiple time zones.
• Hands-on troubleshooting experience with hardware components like laptops and monitors is an advantage.
• Strong understanding of core IT concepts including Microsoft services, networking, and IT infrastructure.
• Ability to adapt to a fast-paced and evolving work environment and collaborate effectively in teams with excellent interpersonal skills.
• Demonstrates professionalism and a service-oriented mindset.

Skills and Competencies

• Advanced troubleshooting capabilities across multi-platform environments.
• Expertise in macOS administration including user management and device compliance.
• Strong awareness and collaboration on endpoint and data security measures.
• Active participation and technical input in cross-functional IT projects and initiatives.
• Exceptional customer service skills with clear, empathetic communication.
• Ability to work autonomously, prioritize effectively, lead local initiatives, and mentor junior team members.

Growth Opportunities

• Lead local IT support operations by managing workflows and mentoring colleagues.
• Continuously improve support processes, documentation, and user experience using automation and AI tools.
• Influence strategic IT planning through collaboration on infrastructure and technology deployments.

Additional Information

IFS promotes a flexible and hybrid working approach supporting diverse lifestyles and inclusive experiences. We emphasize community building to inspire innovation and belonging, allowing you to work in ways that best suit you while connecting with colleagues globally.