Helpdesk Engineer

Position Overview

This role provides first-line technical support to end-users, assisting with hardware, software, network, and system-related issues. Its involved troubleshooting, diagnosing, and resolving basic IT problems while escalating more complex issues to higher-level support teams when necessary.

Tasks

• Provide first-level technical support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to Operating Systems, Office 365, Active Directory, printers, VPN, and basic networking for end point, peripherals, and coordinate repairs if needed.
• Log, track, and manage support tickets by the client ticketing system.
• Guide users on boarding/ off boarding through step-by-step solutions while maintaining a professional and patient demostrator.
• Assist with end point setup according to client policies and image. Run updates time to time , and license management.
• Escalate unresolved issues to Level 2 Support with proper documentation.
• Follow client’s IT policies, security protocols, and compliance standards.

Job Requirement

Technical Skills

• Basic understanding of Windows OS, macOS, and Microsoft Office 365..
• Familiarity with Active Directory, Exchange, and basic networking (TCP/IP, DNS, DHCP).
• Experience with remote support tools.
• Knowledge / concept of Ticketing Systems.

Soft Skills

• Strong customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Patience, problem-solving mindset, and ability to work under pressure.

Education & Experience

• 1+ years of experience in IT support or a related role.
• Microsoft Fundamentals certification is a plus.
• Associate or bachelor’s degree in IT, Computer Science, or related field (preferred but not required).