We are looking for a skilled and motivated IT Support Help Desk Engineer to join our IT support team. The ideal candidate will be responsible for providing first-line support for technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of the organization’s IT infrastructure. You will assist users with their technical concerns, ensuring that issues are resolved promptly and effectively, contributing to the overall productivity and operational efficiency of the company.

Key Responsibilities:

• Respond to and resolve technical issues reported by users through phone, email, or help desk software.

• Troubleshoot and diagnose hardware, software, and network-related issues.

• Install, configure, and maintain computer systems, applications, and peripheral devices.

• Provide assistance with operating system and software installation, upgrades, and configurations.

• Monitor and maintain the organization’s IT systems and network to ensure optimal performance.

• Collaborate with other IT team members to identify and address recurring issues and system improvements.

• Maintain and update detailed records of support requests, troubleshooting steps, and resolutions in the ticketing system.

• Provide remote support to users when necessary, guiding them through troubleshooting steps.

• Assist in setting up and configuring new users' hardware and software.

• Perform routine maintenance and updates on hardware, software, and networks.

• Offer training and support for basic technical issues to end-users.

• Follow IT policies, procedures, and best practices to ensure compliance and system security.

• Ensure that all requests and issues are handled within the agreed service level agreements (SLAs).

• Provide reports on IT support activities and incident resolution progress.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

• Proven experience as an IT Support Engineer, Help Desk Technician, or similar role.

• Strong understanding of computer systems, hardware, and software.

• Experience with troubleshooting common operating systems (Windows, macOS, Linux).

• Proficient in diagnosing and resolving hardware and software issues.

• Knowledge of networking concepts (e.g., IP addressing, DNS, DHCP) and networking tools.

• Familiarity with help desk ticketing systems and remote support software.

• Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users.

• Ability to work independently and as part of a team in a fast-paced environment.

• Strong problem-solving skills and attention to detail.

Preferred Skills:

• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified IT Professional) are a plus.

• Experience with Active Directory, Office 365, and cloud-based services (e.g., Google Workspace).

• Knowledge of network protocols, firewalls, and VPN configurations.

• Familiarity with mobile device management (MDM) and security protocols.

• Basic scripting or automation skills (e.g., PowerShell, Bash) are a plus.