IT Helpdesk Engineer
3 days ago
Responsibilities:
- Provide first-level technical support for hardware, software, and network-related issues.
- Respond to and resolve helpdesk tickets via phone, email, or in person.
- Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.
- Troubleshoot and resolve issues with operating systems (Windows, macOS, Linux) and business applications.
- Manage user accounts and permissions in Active Directory, Microsoft 365, and other enterprise applications.
- Perform password resets and account unlocks for users.
- Support IT security measures, including antivirus software, firewalls, and access controls.
- Assist in setting up and maintaining VPNs, network configurations, and Wi-Fi connectivity.
- Remotely resolve printer and Wi-Fi connection issues for end-users.
- Document technical procedures, troubleshooting steps, and IT policies.
- Escalate complex issues to higher-level IT support when necessary.
- Maintain Service Level Agreements (SLAs) by ensuring timely resolution of IT issues.
- Provide IT training and guidance to employees as needed.
- Stay updated on emerging technologies and industry best practices.
- Willing to support a rotating shift schedule.
Requirements :
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in IT support, helpdesk, or a similar role.
- Strong knowledge of Windows and macOS operating systems.
- Experience with Microsoft 365, Active Directory, and basic networking concepts.
- Familiarity with IT ticketing systems and remote support tools.
- Good troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work independently and prioritize tasks effectively.
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus.
Customer Service Skills
MacOS
Service Level Agreement Management
A+
Troubleshooting
Customer Service Delivery
Hardware
Ability To Work Independently
Laptops
Active Directory
Information Technology
remote support
Ticketing Systems
Networking
Operating Systems
Windows
ITIL
ServiceNow
technical helpdesk
Technical Support
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