Helpdesk Engineer (5)

The Helpdesk Engineer is a critical role within the IT department, responsible for providing first and second-level technical support to end-users. This role involves troubleshooting hardware and software issues, responding to service desk tickets, and ensuring timely resolution of technical problems to maintain business productivity. The Helpdesk Engineer acts as the primary point of contact for IT-related inquiries and plays a key role in maintaining a positive user experience.

Technical Support:
o Provide first and second-level technical support to end-users via phone, email, and in person.
o Troubleshoot hardware (e.g., desktops, laptops, printers, mobile devices) and software (e.g., operating systems, applications, network connectivity) issues.
o Diagnose and resolve technical problems efficiently and effectively.
o Escalate complex issues to senior IT staff or external vendors as required.

Service Desk Management:
o Manage and prioritize service desk tickets using ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).
o Ensure timely and accurate logging of incidents and service requests.
o Maintain accurate documentation of troubleshooting steps and resolutions.
o Monitor and track ticket resolution times and adhere to service level agreements (SLAs).

User Account Management:
o Create, modify, and delete user accounts and permissions in Active Directory or other directory services.
o Manage email accounts and distribution lists.
o Assist with password resets and account unlocks.

Software and Hardware Deployment:
o Install, configure, and deploy software applications and operating systems.
o Set up and configure new hardware equipment.
o Perform software and hardware upgrades and patches.

Network Support:
o Assist with basic network troubleshooting, including connectivity issues and network printing problems.
o Support remote access solutions (e.g., VPN).
o Assist with basic WiFi troubleshooting.

Network Support:
o Assist with basic network troubleshooting, including connectivity issues and network printing problems.
o Support remote access solutions (e.g., VPN).
o Assist with basic WiFi troubleshooting.
Documentation and Training:
o Create and maintain technical documentation, including knowledge base articles and user guides.
o Provide end-user training on software and hardware usage.
o Contribute to the development of IT best practices and procedures.

Inventory Management:
o Maintain an accurate inventory of IT hardware and software.
o Track and manage IT equipment lifecycle.
Security:
o Adhere to company security policies and procedures.
o Assist with security related tasks, such as malware removal and security patch deployment.

Qualifications, experience and skills:
• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
• Minimum of 2-3 years of experience in a helpdesk or technical support role.
• Proven experience in troubleshooting hardware and software issues.
• Experience with ticketing systems and remote support tools.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network protocols and technologies (TCP/IP, DNS, DHCP).
• Proficiency in Microsoft Office Suite and other common business applications.
• Excellent problem-solving and analytical skills.

Level of education (all) Bachelor