Helpdesk Engineer

Job Summary:

The Helpdesk Engineer provides first-line technical support to end users, resolving hardware, software, and network issues efficiently. This role requires strong troubleshooting skills, basic network experience, and familiarity with switches. The ideal candidate has excellent communication skills, a customer-focused mindset, and the ability to provide timely and effective technical assistance to maintain smooth IT operations.

Key Responsibilities:

• Provide technical support to end users via phone, email, or in person for hardware, software, and network-related issues.
• Diagnose and troubleshoot system, application, and connectivity problems.
• Perform installations, configurations, and maintenance of desktops, laptops, printers, and related peripherals.
• Support network connectivity, including knowledge of switches, routers, and LAN/WAN environments.
• Escalate complex issues to higher-level technical teams when necessary and follow up to ensure resolution.
• Maintain accurate documentation of incidents, service requests, and resolutions in the helpdesk system.
• Collaborate with IT and network teams to ensure consistent and reliable IT services.
• Educate users on basic IT procedures and preventive measures.
• Adhere to service-level agreements (SLAs) and provide quality customer service.

Job Type: Full-time

Work Location: In person