Position: System Support Engineer
At UPTIME, we deliver cutting-edge IT services that keep businesses connected, secure, and ahead of the curve. We are seeking a System Support Engineer to provide high-quality technical support across multiple sites, platforms, and technologies.
Role Overview
As a System Support Engineer, you will play a key role in ensuring our customers receive reliable and efficient technical support. You'll work closely with internal teams and end-users to troubleshoot and resolve issues, keeping customer satisfaction and minimal downtime as top priorities.
Key Responsibilities
- Deliver high-quality remote technical support in line with ITIL-based IT Service Management processes.
- Respond to and resolve non-complex incidents, minimizing system downtime and user disruption.
- Escalate more complex issues to senior engineers or management as appropriate.
- Use support tools to manage, track, and follow up on service tickets and requests.
- Fulfil standard service requests (e.g., computers, printers, MFDs, ICT systems) within agreed SLAs.
- Maintain clear, professional communication with users and internal stakeholders.
- Contribute to team and individual performance targets and KPIs.
- Assist in documenting technical processes and creating reference/training materials for the team.
Qualifications:
- 1–2 years' experience in a similar role or relevant third-level IT qualification.
- ITIL v3/v4 Foundation certified.
- Strong customer service and communication skills.
- Experience working with support ticketing tools and remote support platforms.
- Technical experience in:
- Windows 10, Windows Server (2008–2019), Exchange
- Networking (VLANs, switches, wireless, routers)
- Firewalls (SonicWall, Fortinet, Cisco), AV, web/spam filtering
- Hyper-V, VMware
- Office 365, Microsoft 365, Azure, AWS, Google Cloud
- Backup tools (Veeam, ArcServe, Azure Backup, etc.)
- Why Join Us
- Join an exciting, multinational work environment that offers opportunities for professional growth and development. Enjoy a competitive compensation and benefits package while working within a collaborative and supportive team culture.
- HOW TO APPLY
Interested candidates can forward their resume, along with contact details of two nonrelated referees, mentioning the applied position in the subject line, to : hr-sl@uptimeglobal.tech
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