IT Helpdesk Engineer

Job Title ➢ IT Helpdesk Engineer - L1
Job Purpose ➢ The IT Helpdesk Engineer (L1) serves as the primary point of contact for internal
global end-users seeking technical assistance. This role provides initial triage,
basic troubleshooting, and first-contact resolution for incidents and service
requests across phone, email, chat, and ticketing channels.

Reports to ➢ Assistant Manager Last Updated ➢ Aug 19th, 2026
Key Responsibilities
Ticket Management: Log, document, classify, and track all incoming incidents and service requests
in the ITSM tool from intake to resolution.
SLA Adherence: Ensure all user inquiries are responded to and resolved within agreed-upon
Service Level Agreement (SLA) turnaround times.
Tier 1 Resolution: Diagnose and resolve standard technical issues (Windows OS, Microsoft 365,
hardware peripherals, basic network/VPN connectivity) within the designated Helpdesk scope.
Process & Escalation: Adhere strictly to established ITIL processes and Standard Operating
Procedures (SOPs). Escalate unresolved Tier 2/3 incidents to appropriate technical teams with
thorough diagnostic notes.
IT Communications: Draft and issue timely IT advisories to notify global users of scheduled system
changes, software updates, or unexpected outages.
Documentation: Maintain up-to-date end-user troubleshooting guides and contribute to the internal
IT Knowledge Base.
Qualifications
Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, Electronics
& Communication, or a related field.
Certifications (Preferred): CompTIA A+, Microsoft Certified: Fundamentals (MS-900 / MD-102), or
ITIL v4 Foundation.
Experience
0–2 years of hands-on experience in a technical support desk, service desk, or IT customer support
environment (Voice/Non-Voice).
Technical Core Skills
Operating Systems: Basic to intermediate knowledge of Windows 10/11 (macOS knowledge is a
plus).
Identity & Access: Foundational understanding of Active Directory, and user account administration
(password resets, group management).
Software Support: Familiarity with G Suite and common remote support tools.
Networking: Basic understanding of TCP/IP, DNS, DHCP, and home/office VPN connection
troubleshooting.
Soft Skills: Strong problem-solving capabilities paired with excellent written and verbal English
communication skills.
Personal Values
Teamwork: Collaboration-first mindset; puts team objectives before self.
Customer Focus: Keeps user satisfaction and empathy at the center of all support interactions.
Value-Addition: Proactive approach to learning, continuous improvement, and process
enhancement.
Ethics: Maintains high standards of integrity, transparency, and accountability.