Job Description

About the role
We are seeking a proactive and customer-focused IT Support Engineer to provide Level 1 and Level 2 technical support across our organization. This mobile role involves supporting end users at our head office, branch locations, and on-site at various properties and project locations. You will play a key role in ensuring the availability and reliability of our IT systems, acting as a bridge between users and senior IT team members.
Key Responsibilities

• Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.
• Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.
• Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.
• Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.
• Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.
• Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.
• Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.
• Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.
• Coordinate with third-party vendors for support and repairs under warranty or service contracts.
• Provide basic training and guidance to end users on commonly used software, tools, and IT policies.
• Perform other duties as assigned by the direct Manager.

Qualifications & Experience

• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field.
• 2-4 years of experience in IT support or a helpdesk role.
• Experience with Windows OS, Microsoft 365, basic networking, and office software.
• Hands-on troubleshooting skills in hardware, connectivity, and software issues.
• Preferred certifications: CompTIA A+, Microsoft MCP, or ITIL Foundation.
• Exposure to Active Directory, endpoint security, and remote support tools.
• Experience in LC, AV, security, and home automation systems is a plus.
• CTS (InfoComm) certification is a strong advantage.

Skills & Competencies

• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
• Strong communication and interpersonal skills.
• High attention to detail with a focus on customer service.
• Ability to work independently and prioritize tasks effectively.

Willingness to travel to project and property sites as needed.
At Yosh Hospitality, our recruitment department stands as a beacon of excellence in sourcing top-tier talent for the luxury hospitality sector and beyond. We specialize in providing bespoke recruitment solutions meticulously tailored to meet the sophisticated needs of our diverse clientele. Our expertise extends across various industries, including luxury hospitality, investments, arts, and lifestyle.