IT Support Engineer (M/F/D)

Job Description

IT Operations is the frontline connection between IT@IFS and our global user community, delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework. You act as a critical escalation point for complex technical issues that go beyond first-line resolution, applying deep diagnostic expertise and a methodical approach to problem-solving. Your responsibilities span maintaining and enhancing the performance of end-user systems across a mixed Windows and macOS estate, managing device configurations, and leveraging AI-driven applications and workflow automation to streamline support and operational processes.

In this capacity, you operate with a high degree of autonomy, often leading initiatives that improve service delivery and user satisfaction. You are expected to identify inefficiencies, implement system optimizations, and contribute to continual service improvement efforts. Collaboration is key, as you work closely with cross-functional and cross-regional teams to uphold service excellence, share best practices, and align support strategies with organizational goals. Your role also involves mentoring junior support staff, shaping technical documentation, and participating in the rollout of new technologies - including AI-driven applications and workflow automation tools - that enhance the end-user experience and operational efficiency.

Ultimately, this position demands a balance of hands-on technical proficiency, strategic thinking, and a user-centric mindset. You are a trusted technical advisor within the support ecosystem, driving operational resilience and ensuring that users across the enterprise experience seamless, secure, and responsive IT services.

Deliver Advanced Multi-Platform Support

• Provide expert-level technical assistance across Windows, macOS, and mobile platforms, with depth in macOS and the wider Apple ecosystem.
• Act as the go-to escalation resource for macOS - covering deployment, configuration, patching, security, and advanced troubleshooting of Apple hardware and software in an enterprise environment.
• Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.

Lead Troubleshooting & Escalation Management

• Take ownership of persistent or high-impact technical problems, applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to escalate and resolve issues efficiently.

Support & Optimize Office IT Infrastructure

• Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable, user-friendly, and aligned with hybrid work needs.

Leverage AI-Driven Applications & Workflow Automation

• Apply AI-driven applications and support tools - such as AI assistants, copilots, and intelligent diagnostics - to accelerate triage, troubleshooting, and resolution.
• Design, build, and maintain workflow automations that streamline repetitive support tasks and operational processes, reducing manual effort and improving consistency.
• Identify opportunities to embed AI and automation into service delivery and champion their adoption across the support team.
• Ensure AI tools and automated workflows are used securely and responsibly, in line with IT governance and compliance standards.

Represent IT in Cross-Functional Projects

• Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Provide input on planning, implementation, and post-deployment support.

Maintain Documentation & Knowledge Sharing

• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.

Provide Regional Onsite Support

• Onsite, with occasional travel to regional offices, to deliver hands-on support, assist with deployments, and build relationships with local teams.
• Ensure consistent service standards across locations.

Qualifications

Education

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Certifications

• Apple certifications strongly preferred - ACSP (Apple Certified Support Professional) and ACiT (Apple Certified IT Professional).
• Other relevant certifications welcome (e.g., Microsoft Modern Desktop, ITIL Foundation).

Experience Requirements

• Strong professional IT support experience, including remote and onsite roles.
• Deep, demonstrable macOS support experience in an enterprise environment — including macOS deployment, configuration, patching, security hardening, and advanced troubleshooting of Apple hardware and software.
• Hands-on experience managing Mac fleets with Jamf Pro, together with Apple Business Manager and the Apple Push Notification service; experience with Intune for cross-platform MDM.
• Advanced proficiency in Windows and mobile (iOS and Android) platforms.
• Hands-on experience with AI-driven applications - for example, AI assistants and copilots, chatbots, or AI-based support and diagnostic tools - to enhance productivity and service delivery.
• Practical experience with workflow automation tools (e.g., Microsoft Power Automate / Power Platform, ServiceNow workflows, or scripting such as PowerShell) to automate operational processes.
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Demonstrated professionalism, service mindset, and interpersonal skills.
• Proficient level of English language.

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.