NetAnalytiks - Service Desk Engineer - Ticketing System

Description :

- Serve as first point of contact for IT support incidents.

- Log, track, and manage service requests using ticketing systems.

- Provide technical support for hardware, software, operating systems, and network connectivity.

- Resolve issues related to desktops, laptops, software installations, and peripherals.

- Monitor alerts from IT systems and address issues proactively.

- Perform routine maintenance, updates, and patches to keep systems secure.

- Communicate with users to identify and resolve technical problems.

- Document troubleshooting steps, resolutions, and known issues.

- Assist with setup, configuration, and deployment of hardware and software.

- Maintain records of IT assets and manage their lifecycle.

Skills Required :

- Strong knowledge of Windows 10/11 and macOS; familiarity with Linux is an advantage.

- Experience supporting Microsoft Office Suite; Google Workspace knowledge is a plus.

- Understanding of VPNs, antivirus tools, and other business applications.

- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN) and troubleshooting Wi-Fi/remote access issues.

- Hands-on experience with Service Desk tools.

- Familiarity with ITIL practices is preferred.

- Remote support experience using tools like TeamViewer or RDP.

- Practical experience with desktop PCs, laptops, printers, and other peripherals.

- Knowledge of user authentication (Active Directory, two-factor).

Requirements :

- Bachelors degree in Computer Science, IT, or related field, or equivalent experience.

- Certifications such as CompTIA A+ are preferred.

- ITIL Foundation certification is an asset