IT Support Service Engineer

KVK TEKNİK SERVİS HİZMETLERİ VE TİC.A.Ş.

About CBIT

CBIT supports customers in establishing reliable, connected, and sustainable operations. The IT Support Service Engineer is responsible for maintaining the availability of critical IT infrastructure, conducting preventive maintenance, resolving incidents, and delivering high-quality technical support both remotely and on site. The successful candidate will work collaboratively with internal teams, customers, and vendors to ensure the consistent delivery of effective and professional support services.

Key Responsibilities

·        Monitor customer infrastructure systems and alarms on a 24/7 shift basis to ensure service availability and business continuity.

·        Respond promptly to internal and external support requests and manage each case through to resolution or appropriate escalation.

·        Diagnose incidents, implement immediate corrective measures to restore service, and coordinate troubleshooting activities with relevant vendors when necessary.

·        Conduct scheduled inspections, functional testing, and preventive maintenance of servers, storage systems, switches, cabling, and related infrastructure equipment.

·        Provide maintenance and technical support remotely or at customer premises, as required.

·        Manage and document the end-to-end support service process, including incidents, actions taken, outcomes, and customer communications.

·        Identify capacity limitations, performance degradation, and operational risks, and provide customers and relevant CBIT teams with clear, comprehensive updates and recommendations.

·        Ensure that installation, maintenance, and support activities comply with agreed specifications, quality standards, and delivery schedules at the Ankara office and customer premises.

·        Maintain regular and professional communication with internal and external customers and contribute to post-sales support activities.

·        Participate regularly in mandatory vendor training programmes, whether delivered online or on site, and successfully complete the relevant examinations to obtain and maintain required certifications.

·        Support independent audit activities and contribute to the energy-efficient and sustainable operation of the Ankara office.

·        Comply with all occupational health and safety policies; identify workplace risks; suspend unsafe work or conduct; and report accidents or occupational health concerns involving employees, team members, or contractors to the appropriate Human Resources function.

Qualifications and Experience

·        Bachelor’s degree in Computer Engineering, Electrical Engineering, Mechanical Engineering, or a related discipline.

·        A minimum of five years of relevant experience in IT infrastructure support, field engineering, or a comparable technical role.

·        Comprehensive knowledge of IT infrastructure, including servers, storage systems, switches, associated components, structured cabling, and layout planning.

·        Demonstrated experience in IT environments and in the diagnosis and resolution of infrastructure-related issues.

·        Willingness and ability to attend mandatory vendor training programmes regularly, whether online or on site, and to pass the relevant examinations required to obtain and maintain certifications.

·        Upper-intermediate or higher proficiency in English, with strong written and verbal communication skills.

·        A strong customer-service orientation, professional judgement, and a commitment to the timely delivery of high-quality support.

·        Proven problem-solving capability, operational awareness, and a results-oriented approach.

·        Ability to collaborate effectively, adapt to changing priorities, and contribute practical and innovative solutions.

·        Availability to work a 24/7 rotating shift schedule, including nights and weekends.

·        Ability to commute reliably to the Ankara/Çankaya office and travel to customer premises when required.