Technical Support Engineer – IT Group (Core Operations)

About the role

FTI Consulting’s Information Technology Group is seeking a Technical Support Engineer to provide first‑ and second‑line assistance to staff across all practice areas. You will work both onsite and remotely, delivering reliable IT solutions and ensuring smooth operation of hardware, software, and network services.

Key responsibilities

• Provide first‑ and second‑line end‑user support, logging and resolving tickets in ServiceNow while adhering to ITIL‑based SLAs.
• Configure, deploy, and maintain approved end‑user devices such as laptops, peripherals, and mobile devices.
• Support onboarding and offboarding processes, including laptop provisioning, access coordination, and asset handover.
• Deliver onsite IT assistance for desk setups, office moves, and daily floor support.
• Maintain meeting‑room and collaboration technology, including audio/video conferencing and live‑meeting support.
• Keep accurate records of IT assets and ensure documentation of user requirements.

Required profile

• Strong problem‑solving attitude with the ability to work independently and within a team.
• Excellent communication skills to keep users informed throughout incident resolution.
• Experience following ITIL best practices and handling ticketing systems.

Required skills

• MS Teams
• ServiceNow
• ITIL processes
• Network operating systems
• Advanced PC applications and multimedia messaging software
• Hardware troubleshooting and device configuration