Senior IT/OT Support Engineer

As an In-country IT Support Specialist, you will play a crucial role in ensuring the efficient operation of our organization's IT systems within your designated locations. You will provide technical support to employees, resolve IT-related issues, be the escalation point for OT queries, and collaborate with the global IT team to maintain a stable and secure IT environment. Act as in-country single point of accountability for all IT projects to be deployed into your Locations.

Responsibilities

Provide first-level technical support to end-users, addressing hardware, software, and network-related issues; Respond promptly to IT support requests via email, phone, or in-person, ensuring timely issue resolution; Assist employees with computer setup, software installation, and troubleshooting; Conduct regular maintenance, upgrades, and repairs of computer hardware and peripherals; Install, configure, and update software applications as needed; Monitor and manage inventory of IT assets and equipment; Assist in setting up and maintaining local network infrastructure; Troubleshoot network connectivity issues and ensure a stable internet connection; Collaborate with the central IT team to implement network security measures; Collaborate with the Level 1 OT support team to ensure queries are resolved within SLA; Ownership of all activities and Projects on supported OT sites; Enforce IT security policies and procedures within the location; Conduct regular data backups and assist in disaster recovery planning; Educate employees on IT security best practices; Maintain accurate records of IT equipment, software licenses, and support requests; Generate reports on IT-related activities and issues for management review; Liaise with local IT vendors and service providers to ensure timely resolution of issues; Assist in evaluating and selecting IT vendors as needed; Provide training to employees on IT tools and applications; Share knowledge and best practices with the local team; Provide support for business-critical software applications used by local teams; Troubleshoot application-related issues, including installation, configuration, and user access problems; Collaborate with global IT team, Software vendors or developers to resolve complex application issues; Assist in the testing and deployment of application updates and patches; Participate in the planning and execution of IT projects specific to the local office or region; Coordinate project activities, including hardware and software upgrades, migrations, and installations; Ensure that project timelines and objectives are met within budget constraints; Provide technical expertise and support during the implementation of IT solutions

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience); Proven experience in providing IT support and troubleshooting; Strong knowledge of operating systems (Windows) and common software applications; Familiarity with networking concepts and protocols; Excellent communication and customer service skills; Ability to work independently and collaboratively in a global team

Nice to have

Exposure to Fuel Energy Downstream industry an advantage; Relevant certifications (e.g., ITIL, CISCO, Microsoft Certified Desktop Support Technician) a plus