Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.
Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.
Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.
Uphold and reinforce security best practices in every customer interaction.
Monitor IT alerts, signals, and dashboards to identify and address potential issues before they impact end users.
Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions.
Maintain awareness of the health of the Andromeda IT environment and contribute to a culture of proactive operations.
Create, categorize, prioritize, and triage incoming support tickets in accordance with established SLAs and team processes.
Maintain accurate and up-to-date ticket documentation throughout the lifecycle of each request.
Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.

1–3 years of experience in an IT support, helpdesk, or service desk role.
Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications.
Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).
Strong communication skills — written and verbal — with a genuine passion for helping people.
Ability to manage competing priorities in a fast-paced environment with professionalism and composure.
Excellent written and spoken English — the ability to communicate clearly and professionally in all customer interactions is essential and considered a primary competency for this role.
Exceptional documentation skills — able to produce thorough, accurate, and well-structured records of issues, resolutions, and processes.
Outstanding customer service orientation with a demonstrated ability to deliver a warm, professional experience to every user.
Strong ability to investigate, troubleshoot, and resolve technical issues independently and systematically.
Ability to communicate complex technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences.
Highly self-motivated and self-directed, with keen attention to detail and the ability to manage workload without close supervision.

IT Support Engineer

Key skills