Job Description

Job Title: IT Helpdesk Engineer.

Job Summary

We are seeking a dedicated team player to join our IT department as an IT Helpdesk / Support Engineer. The ideal candidate will have over 2 - 3 years of experience in the IT industry, specializing in IT service support, remote support, and system administration. The candidate will be responsible for ensuring the smooth operation of our IT infrastructure, providing top-tier end-user support, managing network configurations, and handling IT department requirements.  

Key Responsibilities

End-User & Remote Support: Provide onsite, telephonic, and remote support (using MS Teams or any collaboration tools) to resolve functional and technical errors, hardware issues, network issues and OS breakdowns.  

System & Software Deployment: Install and configure operating systems (Windows 11, Ubuntu, Mac OS), push images to new laptops, and deploy specialized software.   Active Directory & User Management: Manage users, groups, and computers in Active Directory, including creating accounts, resetting passwords, enabling/disabling access, and configuring user profiles based on requirements.  

Network & Infrastructure Setup: Configure and troubleshoot LAN networking, shared drives, and network devices utilizing a strong understanding of the OSI Model, TCP/IP suite, DHCP, DNS, NAT, and IPv4/IPv6.  

Email & Communication Configuration: Configure and troubleshoot MS Outlook, MS Teams etc.  Security & Patch Management: Maintain application updates, update critical patches and enforcing client-based policies to secure all computers available in the production.

Asset Management: Maintain the IT asset database from deployment to scrap workflow. Coordinate with vendors for warranty support and replacement parts.  

Ticketing & Reporting: View error logs, raise tickets via ticketing tools or reporting wide user impacts to respective teams.

Data Recovery & Printer Setup: Perform basic data recovery for corrupted drives or documents, and handle the installation and maintenance of network, local, and shared scanners/printers.  

Qualifications & Requirements

In-depth knowledge of Operating Systems (Windows 10, 11), MacOS and Linux.  
Strong understanding of LAN networking, TCP/IP, and basic routing/switching concepts.  
Follow company IT policy and tools to carry on day-to-day job. Experience with ticketing systems, patch management (SCCM), and remote desktop tools.  
Excellent troubleshooting skills with an end user-focused approach to resolving technical and hardware issues.  
Ability to communicate effectively and build relationships. A self-motivated attitude.
Ready to assist and guide other members of the team.
2 - 3 years of hands-on experience as an IT Helpdesk / Support Engineer. (Corporate exposure preferred) 
Preferred IT course - CompTIA A+
Minimum qualification required – BCA/BSC (computer science).

Responsibilities

Provide first-line technical support to internal and external customers via phone, email, and remote access tools.
Troubleshoot and resolve hardware, software, and network-related issues promptly and efficiently.
Document and update knowledge base articles to ensure a comprehensive resource for common issues.
Escalate complex issues to senior engineers or relevant teams, ensuring a smooth handoff and timely resolution.
Maintain accurate records of all support interactions and ensure proper follow-up with customers.
Collaborate with cross-functional teams to identify and implement process improvements for enhanced support.
Conduct regular system health checks and provide proactive maintenance to prevent potential issues.
Stay updated with the latest technology trends and advancements to enhance support capabilities.
Participate in on-call rotations to provide 24/7 support coverage as required.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
2+ years of experience in a technical support or help desk role, preferably in an enterprise environment.
Strong working knowledge of Windows operating systems, networking concepts, and basic server administration.
Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.
Effective communication skills, both verbal and written, to interact with customers and colleagues.
Ability to work independently and manage multiple support cases simultaneously.
Familiarity with ticketing systems and knowledge base management tools.
Willingness to learn and adapt to new technologies and processes.
Certifications such as CompTIA A+, Network+, or similar are preferred.
Experience with cloud-based technologies and virtualization is an advantage.