IT Helpdesk Engineer

THATZ INTERNATIONAL PTE LTD; Penarth; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology support company in Penarth is seeking an IT Support Specialist to bridge user support and backend operations. Responsibilities include providing technical support for software and hardware, conducting onboarding training, and managing asset inventory. The ideal candidate has a diploma in IT, experiences with ServiceNow and Microsoft 365, and strong communication skills. This position offers opportunities for personal growth and a collaborative work environment.

Qualifications

• 1 year of IT helpdesk or technical support experience.
• Hands-on experience with ServiceNow and Microsoft 365.
• Basic understanding of networking concepts.

Responsibilities

• Provide technical support for hardware and software issues.
• Troubleshoot M365 applications, GlobalProtect VPN, and devices.
• Conduct onboarding presentations for new employees.

Skills

Technical support

Customer service orientation

Problem-solving

Communication skills

Multitasking

Education

Higher Nitec or Diploma in IT, Computer Science, or related field

Tools

ServiceNow

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

GlobalProtect VPN

Job description

About the Role

This role bridges frontline user support and backend operations, ensuring smooth onboarding, day-to-day troubleshooting, and offboarding processes. The ideal candidate is technically skilled, user-focused, and able to present themselves confidently when engaging with end users.

Primary Responsibilities

• Provide timely technical support for hardware, software, and network-related issues via ServiceNow.
• Troubleshoot and resolve issues with M365 applications, GlobalProtect VPN, and standard end-user devices.
• Support mobile devices (iPhone and iPad troubleshooting).
• Escalate unresolved issues to higher-level support teams when necessary.
• Set up and configure laptops, user accounts, and access rights for new hires.
• Conduct onboarding presentations and training sessions for new employees.
• Manage offboarding process: asset return verification, inventory checks, and reporting of damages.
• Perform system cloning, laptop preparation, and basic backend configuration.
• Conduct basic network troubleshooting (connectivity, VPN, Wi‑Fi issues).
• Maintain asset inventory and ensure accurate documentation.

Job Requirements

• Higher Nitec or Diploma in IT, Computer Science, Information Technology, or related field.
• 1 year of IT helpdesk or technical support experience.
• Hands‑on experience with ServiceNow, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and GlobalProtect VPN.
• Experience with laptop imaging, cloning, and configuration.
• Basic understanding of networking concepts and troubleshooting.
• Familiarity with iPhone/iPad troubleshooting is a plus.
• Strong customer service orientation with excellent communication skills.
• Professional, presentable, and confident in delivering user‑facing presentations.
• Detail‑oriented and responsible in handling IT assets and inventory.
• Ability to multitask and manage priorities in a fast‑paced environment.
• Proactive problem‑solver and collaborative team player.
• ITIL Foundation certification is a plus.
• Microsoft or networking certifications is a plus.

How to Apply

Ready to join Thatz? You can apply through our NextGig.Asia job portal, which is hosted by Thatz International. Simply sign up and submit your application at https://nextgig.asia/ or send your resume to [e-mail].

Shortlisted candidates will be contacted.

Equal Opportunity Employer

We are committed to fair employment practices and consider all applications based on merit. We encourage diversity and do not discriminate based on race, religion, gender, or any other characteristic.

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