IT Helpdesk Engineer

As a Support Specialist, you will be the first point of contact for users experiencing technical issues. Your role will involve communicating with colleagues via Jira Service Desk, phone, Slack, or email and resolving issues in accordance with SLA requirements.

Responsibilities:

• Processing tickets via Service Desk (Jira)
• Polite and professional communication with users via phone, Slack, and email
• Providing technical support and troubleshooting issues for local and remote employees
• Laptop management:
  • Preparing laptops for new employees
  • Performing laptop wipes
  • Conducting laptop maintenance and repairs
  • Tracking asset changes in the Asset Management System
• MDM solutions maintenance (Intune/Kandji):
  • Enrolling laptops into MDM
  • Creating new blueprints
  • Testing new rules
  • Applying rules to either a specific project or the entire company
• Managing user accounts in Google Workspace
• Managing the antivirus solution, including custom policy configuration and overall maintenance
• Creating Zoom meetings/webinars and providing event support
• Participating in special projects as assigned
• Supporting local infrastructure, including printers and network equipment

Skills Required:

• Excellent communication skills
• Experience processing tickets in Service Desk systems (Jira or similar)
• MacOS administration (OS installation, configuration, and troubleshooting)
• Microsoft Windows administration (OS installation, configuration, and troubleshooting)
• Experience with laptop provisioning (preparing new laptops, performing wipes, maintenance)
• Asset management skills (tracking and updating changes in an Asset Management System)
• MDM solutions experience (Intune, Kandji – enrolling devices, creating blueprints, testing and applying new rules)
• User account management (creating, modifying, and disabling accounts) (Google or similar)
• Antivirus solution management (custom policy configuration, maintenance, and troubleshooting)
• Experience with video conferencing tools (Zoom, Google Meet – creating meetings, webinars, and providing event support)
• Basic networking knowledge (understanding of Ethernet networks, IP addresses, DNS, VPNs, firewalls)
• Hardware and software troubleshooting
• Ability to support local infrastructure (printers, network equipment, peripherals)
• Experience participating in IT projects
• Strong attention to detail and accuracy