Helpdesk Support Engineer | Contract

Key Responsibilities

• Monitor system alerts and identify abnormal system behavior or service disruptions.
• Diagnose, isolate, and troubleshoot incidents using established procedures and resolution guides.
• Manage the complete incident lifecycle, including ticket logging, tracking, escalation, resolution, and closure.
• Escalate complex issues to relevant support teams and follow through to resolution.
• Perform post-change system health checks to ensure system stability and service availability.
• Maintain accurate operational records and prepare reports for monitoring, analytics, and audit purposes.
• Review and validate operational procedures and support documentation, recommending improvements where appropriate.
• Adhere to documented work instructions, service management processes, and operational procedures.
• Collaborate with internal teams to ensure timely resolution of incidents and service requests.

Job Qualifications

• Education background in Information Technology, Computer Science, Engineering, or a related field.
• 4 - 7 years of experience in Helpdesk, Service Desk, IT Support, or Operations Support environments.
• Experience managing incident tickets throughout the full lifecycle, from creation and escalation to closure.
• Excellent troubleshooting and problem-solving skills with the ability to identify and resolve technical issues efficiently.
• Familiarity with system monitoring tools, incident management processes, and IT support operations.
• Good written and verbal communication skills with a customer-service-oriented mindset.
• Ability to follow documented procedures and work effectively in a structured operational environment.
• Comfortable working 12-hour rotating shifts, including weekends and public holidays.
• Ability to work independently as well as collaboratively within a team environment.

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