Helpdesk Support Engineer
Role & responsibilities
Key responsibilities:
1. Provide L1/L2 support for end users (onsite and remote).
2. Troubleshoot issues related to Windows 10/11 operating systems.
3. Handle Microsoft 365 basic administration (user creation, license assignment, password reset).
4. Troubleshoot Outlook issues (mail profile issues, OST/PST errors, sync issues, mailbox configuration).
5. Support Microsoft 365 applications (Word, Excel, Teams, OneDrive, etc.).
6. Manage Active Directory (user account management, group membership, access control).
7. Basic troubleshooting of DNS and network-related issues (IP configuration, connectivity, VPN issues).
8. Install, configure, and troubleshoot laptops, desktops, printers, and peripheral devices.
9. Diagnose and resolve hardware issues (RAM, HDD/SSD, motherboard-level basic troubleshooting).
10. Manage and maintain IT asset inventory and documentation.
11. Handle application-related issues and coordinate with vendors if required.
12. Maintain ticket updates and follow incident management processes.
13. Ensure timely resolution of end-user complaints and service requests.
Technical skills:
1. 2-4 years of experience in similar role
2. Experience in infrastructure monitoring technologies and troubleshooting.
3. A highly customer focused individual that proactively raises the profile of IT
4. Demonstrates a passion about customer service.
5. Dynamic and enthusiastic person who enjoys working within a fast-paced environment.
6. Excellent written and oral communication skills.
7. Excellent interpersonal skills.
8. Ability to take a logical approach to fault finding and problem resolution.
9. Ability to both work as part of a team, and to carry out duties with the minimum of supervision.
10. Understanding of PC architecture, hardware troubleshooting, experience on supporting Windows & MAC environments
11. ITIL foundation or experience of working in an ITIL environment
12. Basic network and server troubleshooting skills
13. Excellent understanding of Google workspace and associated Google technologies