Help Desk Engineer Role Summary

Job Title: Help Desk EngineerRole SummaryProvide first and second-level technical support to end users, ensuring timely resolution of incidents and service requests while maintaining system performance and user satisfaction.Key ResponsibilitiesHandle support requests via ticketing system (e.g., BMC Remedy), email, and phoneProvide L1 & L2 support for internet, network, hardware, and user‑related issuesTroubleshoot incidents and provide temporary or permanent solutionsPerform root cause analysis for recurring or major issuesEscalate and track tickets to resolution with relevant teamsSupport desktops, laptops, printers, MFPs, and related devicesDeliver remote technical support when requiredEnsure SLA compliance for response and resolution timesDocument incidents, update CMDB, and maintain recordsAssist with system updates, patches, and maintenance activitiesCoordinate with teams on security incidents and technical issuesProvide user guidance, training, and prepare reportsManage and move IT equipment, ensuring security and functionalityRequirements2–5 years of experience in IT Help Desk / Technical SupportExperience with ticketing tools (BMC Remedy preferred)Strong troubleshooting skills (hardware, network, and applications)Knowledge of ITIL processes and SLA managementGood communication and problem‑solving skills#J-18808-Ljbffr