IT Support engineer

IT Service Helpdesk

The IT Service Helpdesk professional provides Level 1 technical support to end users by troubleshooting and resolving hardware, software, and basic network issues. The role involves responding to support requests through phone, email, chat, or ticketing systems while ensuring timely resolution and SLA compliance.

Key duties include installing and configuring operating systems and applications, managing user accounts and password resets, troubleshooting devices (desktops, laptops, printers), and performing basic network support. The role also requires logging incidents, documenting solutions, escalating complex issues to higher-level support teams, and assisting with IT asset management and new employee IT setup.

Candidates typically need a Bachelor's degree or diploma in IT or Computer Science, with 03 years of helpdesk or technical support experience. Knowledge of Windows/macOS, Microsoft 365, networking basics (LAN/WAN/TCP/IP), and ticketing systems is important. Certifications such as CompTIA A+ or Microsoft Modern Desktop Administrator and familiarity with Active Directory, remote support tools, and ITIL processes are considered an advantage.