IT Helpdesk Engineer

The Level 1 Helpdesk Support Engineer is responsible for providing first‑line technical support to end users ensuring timely resolution of IT‑related issues. This role involves troubleshooting basic hardware software and system issues logging and managing service tickets and adhering to defined SLAs. The engineer works closely with users to understand their requirements provides effective client support and escalates complex issues to higher support levels as needed ensuring smooth day‑to‑day IT operations.Provide systematic knowledge of IT procedures operational processes and work instructionsMaintain and update IT asset inventory with accuracy and compliancePossess working knowledge of industry‑standard ITSM tools for ticket managementHandle and manage Service Requests (SRs) and Incident tickets in line with SLA requirementsMonitor systems and equipment for substandard performance or malfunctionsPerform basic troubleshooting and resolve hardware and system‑related issuesSet up and configure peripherals (laptops desktops printers) in accordance with IT policies and compliance standardsDemonstrate basic knowledge of backup solutions such as SynologyProvide end‑user support for Microsoft 365 / Office 365 applicationsMonitor Wi‑Fi performance and assist with Cisco Meraki cloud‑managed access pointsPerform basic Active Directory administration including user account management and have foundational knowledge of DNS and DHCPIdentify performance issues and elevate unresolved problems to higher support levelsMaintain hardware documentation including fixes applied notes and recommendationsCarry out routine preventive maintenance and assist in monitoring network securityAnalyze and resolve first‑level technical faultsUpdate process documents procedures and technical documentation as requiredLog track and follow up on issues with vendors and service providersPerform system health checks within assigned areas of responsibilityUnderstand client requirements and coordinate with Group IT teams when necessarySupport IT service delivery processes in alignment with corporate guidelinesEnsure adherence to defined SLAs for all assigned support activitiesMonitor track and report on IT assets throughout their lifecycleQualifications :Bachelor of Computer Engineering or EquivalentCompTIA A & Microsoft FundamentalsITIL 4 Foundation:Microsoft Certifications (Cloud)Additional Information :3-4years of experience in a similar IT Helpdesk support roleSkills & Abilities:EndUser Support (Windows 11): Basic OS troubleshooting user profiles printers VPN WiFi Outlook Teams.Microsoft 365 Basics: Outlook/Exchange Online (profile setup mail flow basics) OneDrive sync issues Teams sign‑in & device issues SharePoint access.Hardware & Peripherals: Laptop/desktop/printer setup basic diagnostics replacing common components (RAM/SSD) imaging if applicable.Basic Networking: IP addressing DNS/DHCP fundamentals WiFi troubleshooting (SSID signal strength) VPN client basics.Account Administration: Password resets basic AD user management (enable/disable/unlock) group membership basics; familiarity with Entra ID (Azure AD) signin issues.Backup Awareness: Check job status/logs (e.g. Synology) accelerate failures with correct evidence.Security Hygiene: MFA assistance phishing reporting steps secure handling of end‑user data policy awareness.Remote Support Tools: Confident with RDP/Quick Assist/AnyDesk/Teams support screen sharing etiquette.Ticketing/ITSM Tools: Create categorize prioritize and update tickets; follow SLAs and escalation rules.Remote Work :NoEmployment Type :Full‑time#J-18808-Ljbffr