IT Support Engineer

Digital and Campus Infrastructure Mission in ESSEC APAC

The Digital and Campus Infrastructure Department supports ESSEC APAC classes, workshops and events to ensure quality delivery of on-site and virtual digital support. The department strives to enhance technology capabilities such as audio/visual systems, video conferencing tools, and other digital platforms to meet the users’ needs.

Position Summary

The Second-line technical support specialist will be providing advanced troubleshooting and systems administration for campus IT operations. The incumbent will be the primary contact for addressing complex matters impacting faculty, staff, and students.

The IT Support Engineer will be in the Digital Support team to coordinate and support service requests from end users. The job incumbent should have a service-oriented mindset to provide quality support services which also includes handling and coordinating troubleshooting issues for business applications.

Main Responsibilities

1. Resolve escalated incidents from L1 helpdesk team
2. Diagnose complex hardware, software, and network issues
3. Support classroom technology (projectors, AV systems, video conferencing)
4. Troubleshoot VPN, network connectivity, and Wi-Fi issues
5. Provide advanced desktop support for Windows and macOS
6. Resolve email and collaboration tool issues (Outlook, Teams, SharePoint)

1. Manage Active Directory user accounts and security groups
2. Administer Microsoft 365 and Exchange Online
3. Perform system imaging and hardware provisioning
4. Manage file server permissions and shared drives
5. Support video conferencing infrastructure (Zoom, MS Teams)
6. Monitor backup systems and data integrity
7. Handle printing systems and network printers

1. Assist with Windows Server and basic Linux administration
2. Support network infrastructure (switches, routers, access points)
3. Monitor system performance and identify issues
4. Coordinate vendor repairs and warranty claims
5. Support network cabling and port activation

1. Create and maintain knowledge base articles
2. Document incident resolutions and SOPs
3. Maintain IT asset inventory
4. Generate support metrics reports
5. Provide technical guidance to L1 team
6. Support faculty during academic events

Position Requirements

1. Operating Systems & Applications
2. Windows 10/11 and Office 365 suite
3. Active Directory and Group Policy
4. Microsoft Exchange/Exchange Online
5. Windows Server fundamentals
6. Networking
7. TCP/IP, DNS, DHCP, VPN troubleshooting
8. Switches, routers, firewalls basics
9. WiFi systems
10. Tools & Platforms
11. Ticketing systems (ServiceNow, Jira Service Desk)
12. Basic PowerShell scripting
13. File server and shared drive management
14. Frameworks
15. ITIL best practices understanding

1. macOS support experience
2. Basic Linux/Unix command line
3. Virtualization (VMware, Hyper-V)
4. Microsoft Azure knowledge
5. Video conferencing systems administration
6. Network monitoring tools
7. Backup and recovery solutions

1. Microsoft 365 Certified: Administrator Expert
2. Microsoft Certified: Modern Desktop Administrator Associate
3. CompTIA Network+ or Security+
4. ITIL Foundation
5. Cisco CCNA

Essential Competencies

1. Problem-solving and analytical thinking
2. Hardware/software troubleshooting
3. Documentation discipline

1. Clear communication (technical and non-technical audiences)
2. Customer Service Orientation
3. Cultural sensitivity (international community)

1. Time management and prioritization
2. Ability to work under pressure
3. Team collaboration
4. Adaptability to new technologies

1. Diploma or bachelor’s degree in IT, Computer Science, or related field OR equivalent work experience
2. Relevant work experience of 3-5 years in IT support, including minimum 2 years at L2 level
3. Experience supporting 300+ users in corporate/educational environment
4. Windows Server administration experience
5. Office 365 administration and user management
6. Network troubleshooting experience
7. Vendor management experience