IT Support Engineer / IT Help Desk Specialist

We are looking for an experienced IT Support Engineer / IT Help Desk Specialist to provide first-line technical support and ensure smooth day-to-day IT operations within a professional office environment. The successful candidate will be responsible for handling IT incidents and service requests, troubleshooting hardware, software, and network issues, and ensuring all incidents are properly logged, tracked, and resolved within agreed SLA timelines.

Key Responsibilities

• Provide first-level technical support for IT incidents, service requests, and end-user issues.
• Log, categorize, prioritize, track, and close incidents using ITSM tools such as ManageEngine, ServiceNow or similar platforms.
• Troubleshoot and resolve hardware, software, and basic network-related issues.
• Provide user support for Windows operating systems and Microsoft Office applications.
• Support users with system access, account issues, VPN connectivity, and email-related problems.
• Install, configure and troubleshoot desktops, laptops, printers, and other end-user devices.
• Perform basic user administration and access management using Active Directory.
• Escalate unresolved or complex technical issues to the appropriate infrastructure, network, application, or security teams.
• Ensure all incidents and service requests are handled in accordance with defined SLA timelines and IT support procedures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and recurring issues.
• Contribute to and maintain IT knowledge-base documentation and standard troubleshooting procedures.

Required Technical Skills

• Minimum 2 years of experience in IT support, service desk, or help desk environments.
• Strong knowledge of Windows Operating Systems.
• Good working knowledge of Microsoft Office / Microsoft 365 applications.
• Hands-on experience troubleshooting desktops, laptops, printers, and other IT peripherals.
• Basic understanding of hardware and software troubleshooting.

Education

• Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Equivalent relevant IT support experience may also be considered.