IT Helpdesk Support

The IT Helpdesk Support is responsible for providing end-user support related to all Level 1 issues, ensuring that the performance and availability of the IT Network Infrastructure at the site is healthy and always functional.

The Support Engineer is responsible for the ongoing support of systems and hardware peripherals, providing client support and working closely with users to understand business needs. Expertise in troubleshooting, maintaining service tickets, and SLAs design is essential.

Responsibilities:

• Advising systematic know-how of procedures, operations, and work instructions.
• Provide first-line support to users encountering technical issues.
• Diagnose and resolve basic hardware and software problems.
• Follow up with users to ensure timely resolution of their issues and maintain a high level of user satisfaction.
• Escalate unresolved issues to higher-level support teams.
• Good knowledge of ITSM tools.
• Check systems and equipment for substandard performance or malfunctioning.
• Fix systems and equipment problems.
• Set up peripherals (i.e., Laptop/Desktop/Printers) as per compliance and policy.
• Good knowledge of backup software like Synology.
• Good knowledge about Office 365.
• Good knowledge in Active Directory Management, DNS & DHCP.
• Identify performance problems and malfunctions.
• Maintain hardware and corresponding documentation of fixes, notes, and recommendations.
• Manage routine preventive procedures; maintain and monitor network security.
• Analyze and resolve faults.
• Monitor network environments and proactively maintain infrastructure to prevent failures.
• Update process procedures and other documentation.
• Log and follow up issues with vendors.
• Perform health system checks on areas of responsibility.
• Map clients' requirements and liaise with Group IT.
• Design, deploy, maintain, and improve IT service delivery processes within corporate guidelines to ensure efficient IT-dependent business operations and achieve corporate objectives.
• Ensure adherence to the SLA within the network.
• Responsible for monitoring and tracking IT assets.

Qualifications:

• Bachelor of Computer Engineering or Equivalent.
• Certifications in Cisco & Microsoft Preferred.

Additional Information:

Experience:

• 4-5 years of experience.
• Proficient in DAX SQL and data modeling.
• Extensive experience with cloud platforms and data integration strategies.

Skills & Abilities:

• Network Management understanding.
• Familiarity with ITIL and its applications.
• Work with reports and root cause analysis.
• Maintain documentation.
• Maintain and ensure network operations.
• Monitor vendor SLAs.
• Work with vendors for solutions and their support.

Remote Work: No

Employment Type: Full-time