Helpdesk Engineer
4 days ago
Responsibilities
- Deliver Level 1 (and potentially Level 2) IT helpdesk support covering desktops, laptops, network connectivity, printers, and basic application/system issues.
- Manage service tickets: log, triage, troubleshoot, and escalate incidents as appropriate.
- Coordinate with internal technical teams and external vendors to resolve complex or on-site issues.
- Maintain accurate documentation of incidents, resolutions, and updates in the ticketing/knowledge management system.
- Ensure adherence to SLA commitments and performance targets .
- Perform routine system checks, health monitoring , and assist with system maintenance or refresh activities.
- Support IT deployments, upgrades, onsite technical assistance , and contribute to IT asset tracking and inventory management.
- 1–3 years of experience in IT helpdesk or technical support, ideally within a secure or regulated setting.
- Working knowledge of networks, operating systems (Windows, Linux), printers, and remote access tools .
- Strong communication and customer service skills , both written and verbal.
- Ability to prioritize, escalate, and resolve incidents effectively.
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