Technical Support Engineer (TSE)

Role Description:
The TSE will provide mid-level technical support across all LBC branches, hubs, and offices. This includes addressing escalations from Tier 1 support, resolving issues through remote troubleshooting and onsite assistance, and ensuring timely resolution of service requests based on ITIL best practices. The role also plays a vital part in infrastructure readiness for branch expansion initiatives.

Qualifications:
- Troubleshoot software, hardware, and connectivity issues with minimal supervision
- Resolve tickets escalated by the Service Desk within SLA timelines
- Provide guidance to end-users on systems, applications, and updates
- Ensure audit-ready documentation aligned with ITIL processes
- Collaborate with internal teams and external vendors for issue resolution
- Utilize ticketing and endpoint management tools effectively
- Support IT governance, data privacy, and compliance efforts
- Coordinate compliance with documentation and approval protocols
- Graduate of Information Technology, Computer Engineering, or any related technical course
- At least 6 months of relevant work experience in IT support or a similar role


Key Skills
- Proficiency in troubleshooting Windows/macOS environments and Microsoft 365
- Familiarity with ITSM and endpoint management systems such as OSTicket, Freshservice, Jira, ServiceNow, SOTI, and ManageEngine