IT Helpdesk Engineer

Salary: $2,700 – $3,000 per month

Responsibilities

• Monitor server, application, and infrastructure health to ensure system availability.

• Respond to system alerts and perform initial troubleshooting and incident diagnosis.

• Manage incidents and service requests through the ticketing system.

• Handle user enquiries and technical issues via email and phone calls.

• Escalate unresolved or critical issues to the relevant support teams and track resolution progress.

• Prepare and submit hourly and 3-hourly operational status reports.

• Maintain accurate incident records, ticket updates, and shift handover documentation.

• Ensure incidents and requests are managed within agreed SLA timelines.

• Coordinate with internal teams to minimize service disruptions and downtime.

• Support daily operational activities and routine system health checks.

• Perform tasks efficiently in a fast-paced, high-volume, shift-based environment.

Requirements

• Experience in IT Helpdesk, Service Desk, IT Operations, or NOC environment.

• Basic knowledge of Windows operating systems, servers, networking, and infrastructure monitoring.

• Familiarity with OpenText or other similar ITSM/ticketing tools.

• Strong troubleshooting, analytical, and problem-solving skills.

• Good verbal and written communication skills.

• Ability to manage multiple tasks simultaneously, including monitoring, ticket handling, email management, call support, and reporting.

• Able to work independently and as part of a team.

• Willing to perform rotating shift work, including weekends and public holidays when required.

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level

• Working experiences

• Each employment background

• Reason for leaving each employment

• Last drawn salary

• Expected salary

• Date of availability