Technical Helpdesk Engineer
We are seeking a skilled and customer-focused Technical Helpdesk Engineer to provide Level 1 IT support to end users. The successful candidate will be responsible for troubleshooting hardware, software, network, and application-related issues, ensuring timely incident resolution and maintaining high service delivery standards.
Key Responsibilities
Provide first-level technical support to end users via phone, email, remote support tools, and ticketing systems.
Diagnose and troubleshoot desktop, laptop, printer, software, and network connectivity issues.
Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other enterprise applications.
Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID.
Log, track, prioritize, and resolve incidents and service requests within agreed Service Level Agreements (SLAs).
Ensure First Call Resolution (FCR) wherever possible and escalate complex issues to Level 2 or relevant technical teams.
Install, configure, and maintain IT hardware, software, and peripheral devices.
Provide support for VPN, Wi-Fi, LAN, and basic network connectivity issues.
Maintain accurate incident records, troubleshooting steps, and resolution details in the ITSM ticketing system.
Follow up on outstanding tickets and provide regular status updates to users.
Assist with employee onboarding and offboarding, including IT equipment setup and account provisioning.
Ensure compliance with IT security policies, operational procedures, and service quality standards.
Technical Skills Required
Good knowledge of Windows 10/11 and Microsoft Office 365.
Experience with Active Directory, user account administration, and password management.
Basic understanding of TCP/IP, DNS, DHCP, LAN, WAN, VPN, and Wi-Fi troubleshooting.
Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or ManageEngine.
Experience troubleshooting desktop, laptop, printer, and peripheral hardware.
Knowledge of remote desktop support tools and endpoint security solutions.
Basic understanding of ITIL incident management and service request processes