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