ICT Support Engineer

About the role

We are seeking an ICT Support Engineer to provide 24/7 technical assistance to our betting‑technology clients. You will diagnose hardware and software issues, guide users through resolutions and ensure smooth operation of their IT environments.

Key responsibilities

• Research and identify solutions for software and hardware problems.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Interact with customers via phone, email or chat to resolve incidents within agreed timeframes.
• Escalate unresolved cases to internal teams such as software developers.
• Log all incidents accurately and maintain up‑to‑date documentation.
• Prioritise multiple open tickets and follow up to confirm issue resolution.
• Prepare timely reports and contribute to knowledge‑base articles.

Required profile

• Proven experience in a Technical Support, Desktop Support or Help Desk role.
• Hands‑on experience with Windows, Linux and macOS environments.
• Strong understanding of computer systems, mobile devices and networking basics.
• BS degree in Information Technology, Computer Science or a related field; certifications in Microsoft, Linux or Cisco are a plus.

Required skills

• Windows, Linux and macOS operating systems.
• Remote desktop tools and help‑desk software (e.g., ManageEngine).
• Hardware diagnostics and software installation.
• Account setup and network configuration.
• Troubleshooting and problem‑resolution techniques.