Description :

About the Role

We are seeking a bright, proactive, and customer-focused Help Desk Engineer to provide enterprise-level technical support to our internal teams. As the first point of contact for IT issues, you will play a critical role in ensuring smooth day-to-day operations by resolving technical problems efficiently and delivering exceptional user support across global locations.

This is a high-impact position where your technical expertise and customer-first approach will directly contribute to the productivity and success of our organization.

Key Responsibilities:

- Provide Tier 1 technical support for desktops, laptops, mobile devices, printers, and peripherals.

- Diagnose and resolve issues related to Microsoft 365, Windows OS, Exchange Admin, Google Workspace, and VPN/Wi-Fi connectivity.

- Manage incidents and service requests using ITSM tools, following ITIL best practices.

- Maintain detailed and accurate documentation of issues, resolutions, and updates within the help desk system.

- Escalate advanced or unresolved issues to higher-level teams while ensuring consistent follow-up and communication.

- Collaborate with global IT teams to support employee onboarding/offboarding, hardware provisioning, and account setup.

- Assist in maintaining IT asset inventory and ensure compliance with internal IT policies.

Requirements:

- 57 years of experience in a Help Desk or IT Support role.

- Strong working knowledge of Microsoft domain environments, Active Directory, Windows OS, and macOS.

- Hands-on experience with ITSM/ticketing systems and incident management workflows.

- Good understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN.

- Excellent communication, troubleshooting, and customer service skills.

- Ability to work independently, prioritize effectively, and perform in a fast-paced environment.

- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.

- Experience supporting global teams across multiple time zones is an added advantage.