IT Support Engineer

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

The Role:

The IT Support Engineer will support and further develop the IT infrastructure needs with a commitment to emerging technologies Cloud, RPA, AI etc this role is an ideal opportunity to have a real impact on the continued growth of this business.

What You’Ll Do:

• Provide first-line contact and support to clients via phone, email, remote access, and on-site visits, ensuring timely and effective resolution of technical issues.
• Perform proactive troubleshooting and break/fix triage across a wide range of IT infrastructure including hardware, software, networking, and AV systems.
• Coordinate and collaborate with on-site technicians to deliver additional support and ensure seamless issue resolution.
• Engage directly with vendors and manufacturers (e.g., Cisco, Microsoft, QSC, Crestron, Biamp) to escalate and resolve complex technical issues.
• Maintain and optimize the current technology infrastructure to ensure reliability, performance, and alignment with business needs.
• Ensure infrastructure resilience through robust backup and recovery strategies, disaster planning, and proactive risk mitigation.
• Deliver high-quality, business-focused IT support services in line with agreed SLAs, ensuring minimal disruption and maximum uptime.
• Collaborate effectively with internal and external teams across regions to maintain a secure and compliant technology environment.
• Monitor and adapt to emerging network and AV technologies, implementing improvements and upgrades where appropriate.
• Contribute to the execution of the IT strategy, supporting the achievement of corporate goals and objectives.
• Identify and implement opportunities for continuous improvement in systems, processes, and service delivery.
• Manage multiple support tickets simultaneously, demonstrating strong time management, prioritization, and organizational skills.
• WHAT YOU NEED TO SUCCEED:
• Proven experience in an IT Engineer or Technician role, with a strong foundation in troubleshooting and technical support.
• Ability to communicate clearly and effectively across all levels of the organization and with external stakeholders, adapting to varying levels of technical understanding.
• Demonstrated ability to work independently and collaboratively, delivering results within defined success metrics.
• Analytical and pragmatic approach to problem-solving, with a proactive mindset and attention to detail.
• Self-motivated and adaptable, with a strong desire to learn, develop, and upskill in emerging technologies.
• Passion for continuous technical development, with a keen interest in platforms such as QSC, Crestron, Cisco, Microsoft, Biamp, and other AV/IT systems.
• Comfortable working in a dynamic environment with rotating weekly shifts to support a global customer base.

Preferred Skills:

• Degree in Information Technology or a related discipline, or equivalent professional experience.
• Exposure to AV/VC technologies and control systems is desirable but not essential (e.g., Crestron, QSC, Biamp, Cisco Webex, Microsoft Teams Rooms).
• Recognized IT certifications (e.g., ITIL, CompTIA, Microsoft, Cisco).
• Familiarity with WAN technologies including MPLS, VPN, SD-WAN, and web filtering.
• Strong documentation and reporting skills to support knowledge sharing and process improvement.

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