Help Desk Engineer

We are looking for a proactive and customer-focused Help Desk Engineer with 2–5 years of experience to join our IT support team.

The ideal candidate will be responsible for providing first-level technical support, resolving hardware and software issues, and ensuring a seamless technology experience for end users.

You will act as the first point of contact for technical incidents, troubleshoot problems efficiently, and escalate complex issues when required.

The ideal candidate possesses strong technical troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional customer service while maintaining high levels of user satisfaction.

Requirements

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Provide prompt and effective help desk support by diagnosing and resolving hardware, software, operating system, and network-related issues.
• Log, prioritize, track, and update incidents and service requests using IT service management (ITSM) tools.
• Install, configure, and maintain desktops, laptops, printers, scanners, and other IT peripherals.
• Troubleshoot issues related to Windows operating systems, Microsoft Office applications, email clients, and business software.
• Assist users with password resets, account management, access permissions, and basic security-related requests.
• Perform system installations, software upgrades, and routine maintenance activities.
• Escalate unresolved technical issues to higher-level support teams while maintaining ownership until resolution.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Monitor recurring issues and recommend process improvements to enhance support efficiency.
• Support onboarding and offboarding activities, including device setup and user account provisioning.
• Ensure adherence to IT policies, security standards, and service level agreements (SLAs).

Required Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related discipline.
• 2–5 years of professional experience in IT Help Desk, Service Desk, Desktop Support, or Technical Support roles.
• Proven experience delivering high-quality help desk support in a corporate or enterprise environment.
• Strong understanding of Windows operating systems, Microsoft Office Suite, Outlook, and desktop troubleshooting.
• Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Familiarity with Active Directory, user account administration, and basic networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Knowledge of hardware diagnostics and troubleshooting for desktops, laptops, printers, and peripheral devices.
• Excellent analytical and problem-solving skills with the ability to resolve issues efficiently.
• Strong verbal and written communication skills with a customer-first approach.
• Ability to prioritize multiple support requests while maintaining service quality.

Must-Have Skills

• Help Desk Support
• Technical Troubleshooting
• Desktop Support
• Incident Management
• Ticketing Systems
• Windows Operating Systems
• Microsoft Office 365
• Active Directory
• Hardware & Software Support
• Customer Service

Good-to-Have Skills

• ITIL Foundation knowledge
• Remote Desktop Support Tools
• Microsoft Intune or Endpoint Management
• Azure Active Directory
• Basic PowerShell scripting
• Mobile Device Management (MDM)
• Network troubleshooting
• Endpoint security tools