IT SUPPORT ENGINEER

We are seeking a highly skilled and solutions-driven IT Support Engineer to support our technology environment across IT administration, end-user support, software development, and technical project coordination.

The ideal candidate is hands-on, responsive, security-conscious, and comfortable working across both IT support and software engineering. This role requires someone who can troubleshoot technical issues, maintain reliable systems, support users, contribute to software and automation initiatives, and ensure technology solutions align with business needs.

KEY RESPONSIBILITIES

IT Administration & Infrastructure

• Manage and maintain company IT infrastructure, including servers, networks, workstations, cloud environments, and business applications.
• Administer user accounts, access permissions, and security policies across company systems.
• Monitor system performance, uptime, backups, and disaster recovery processes to support business continuity.
• Manage and enforce the use of the company's V2 Cloud environment and ensure confidential company information is not downloaded or stored locally.
• Conduct regular system audits, including access reviews, unused account checks, and permissions validation.
• Proactively identify recurring technical issues, conduct root cause analysis, and implement preventive solutions.
• Coordinate with external vendors for hardware, software, licensing, and other IT services.
• Maintain appropriate system logs, access records, and security documentation to support audit readiness.

End-User Support

• Provide timely Level 1 and Level 2 technical support to employees and consultants.
• Troubleshoot and resolve issues involving systems, connectivity, applications, user access, and other technology-related concerns.
• Support employee onboarding and offboarding, ensuring timely system setup and secure account deactivation.
• Provide training and guidance on V2 Cloud, Microsoft Teams, Outlook, and other company systems.
• Monitor recurring user issues and identify opportunities to improve resolution times and the overall end-user experience.
• Provide support during core business hours and assist with critical after-hours issues when required.

Software Engineering & Automation

• Design, develop, test, and maintain scalable software applications and internal tools.
• Develop solutions using security, scalability, and cloud-first principles.
• Contribute to automation initiatives through scripts, workflows, integrations, and other technology solutions.
• Write clean, efficient, maintainable, and well-documented code.
• Maintain appropriate version control and release management practices.
• Support production deployments, monitoring, troubleshooting, and post-release resolution.
• Participate in system architecture discussions and technical decision-making.
• Collaborate with cross-functional teams to gather requirements and deliver effective technology solutions.

Technical Project Coordination

• Support the planning, tracking, and execution of IT and software-related projects.
• Coordinate technical tasks, timelines, dependencies, and delivery milestones.
• Track technical delivery against agreed SLAs and business priorities.
• Maintain project documentation, status updates, and risk logs.
• Identify and escalate risks that may impact operations or client commitments.
• Facilitate communication between technical teams, stakeholders, and business users.
• Support change requests and ensure IT deliverables remain aligned with business outcomes, including productivity, uptime, and user experience.

REQUIRED QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Proven experience as a Software Engineer, Full-Stack Developer, or similar development role.
• Proven experience providing Level 1 and Level 2 IT support.
• Hands-on experience with IT systems administration, including Windows/Linux environments, cloud platforms, and networking fundamentals.
• Strong understanding of the Software Development Life Cycle (SDLC).
• Experience supporting or coordinating technical/IT projects.
• Strong understanding of system, application, and end-user availability and uptime requirements.
• Excellent troubleshooting, problem-solving, communication, time-management, and organizational skills.

PREFERRED SKILLS

• Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).
• Familiarity with DevOps practices, CI/CD pipelines, and version control systems.
• Experience using project management tools such as Jira, Trello, or Asana.
• Knowledge of cybersecurity and data protection best practices.
• Experience with automation, scripting, workflows, or systems integration.
• Ability to work independently while collaborating effectively across teams.

WORKING HOURS

Monday–Friday | 8:00 AM–5:00 PM Jamaica Time (GMT-5)

The successful candidate should also be available to provide support outside of normal business hours, including weekdays and weekends, when critical business or system issues arise.