Helpdesk Support Engineer

The Helpdesk Support Engineer will serve as the first point of contact for users experiencing technical issues and service requests. This role involves providing basic technical support, managing user accounts, and ensuring smooth onboarding processes for students, teachers, and staff. The Helpdesk Support (L1) Engineer will work closely with Tier 2/3 Engineers to escalate unresolved issues and ensure timely resolution

Key Responsibilities:

• Handle incoming service requests and incidents via phone, email, and Helpdesk Ticketing tool.
• Ensure accurate documentation and categorization of all incidents and requests in the ticketing system.
• Offer first-level technical support for End User Computing (EUC) devices including PCs, iPads, laptops, and network issues (WAN/LAN).
• Assist users with basic troubleshooting for hardware, software, and network issues.
• Manage user accounts by performing tasks such as adding, deleting, and modifying accounts in accordance with the Change Management processes. Assist in password resets, access issues, and profile configurations.
• Facilitate the onboarding of new resources by setting up user accounts, messaging systems, access cards, and end-user devices. Ensure all necessary tools and resources are ready for use on the first day of onboarding.
• Assign and escalate unresolved issues to Tier 2/3 Engineers when necessary. Monitor the progress of escalated issues to ensure they are resolved in a timely manner.
• Provide remote support to users, resolving issues efficiently without requiring onsite visits. Follow up on outstanding requests and ensure all tickets are updated with the latest status until resolution.
• Close resolved tickets promptly and ensure proper communication with the end-user. Monitor and manage internal IT assets to maintain accurate and up-to-date inventory records. Assist in inventory audits and updates as required.

Key Requirements:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• 1-2 years of experience in an IT Helpdesk or Technical Support role.
• Experience with ticketing systems and remote support tools. Basic knowledge of End User Computing (EUC) devices including PCs, iPads, and laptops.
• Understanding of network fundamentals, including WAN/LAN.
• Proficiency in user account management and familiarity with Active Directory.
• Basic troubleshooting skills for hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Customer-focused with a commitment to providing high-quality support.

Other Requirements:

• Willingness to work in shifts if required.
• Ability to work independently and as part of a team.