IT Helpdesk Engineer

As a support engineer, you will be first point of user engagement, providing thoughtful day-to-day comprehensive technical support to users from initial challenge through resolution. This will include talking the user through account set up, to troubleshooting and resolving all technical issues. In this role, you will provide your insight and execution to drive the optimal user experience by phone call, email and remote assistance.

Responsibilities

Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.

Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.

Installs, configures, and upgrades computer hardware and software.

Provides end-user software troubleshooting and support.

Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.

Provides troubleshooting and support.

Provides phone and help-desk support for local and off-site users.

Provides guidance and work leadership to less-experienced technicians, and may have limited supervisory responsibilities

Maintains current knowledge of relevant technologies as assigned.

Participates in special projects as required.

Skills

Must have

Windows server/AD/DHCP administration (accounting, policy handling, etc...)

Windows workstation admin (OS install, security patches, etc...)

Application software development install / maintain

Networking knowledge & troubleshooting + network related services ( proxy, DNS, WSUS)

Troubleshooting hardware problems

Excellent troubleshooting skills in complex software and hardware problems

Knowledge of structured cabling systems, able to design SCS fit out.

Non-technical skills

English language at least medium level

Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations

Strong verbal and personal communication skills

Accuracy and Attention to details

Problem analysis, use of judgment and ability to solve problems efficiently

Verbal communication skills

Tolerant and flexible to different situations

Nice to have

VDI environment administration

Basic scripting knowledge

Basic Linux admin (OS install, basic config)

Familiar with hardware tools like servers, printers, VoIP, UPS, networking and telecommunications devices