The Level 1 Helpdesk Support Engineer is responsible for providing first-line technical support to end users, ensuring timely resolution of IT-related issues. This role involves troubleshooting basic hardware, software, and system issues, logging and managing service tickets, and adhering to defined SLAs. The engineer works closely with users to understand their requirements, provides effective client support, and escalates complex issues to higher support levels as needed, ensuring smooth day-to-day IT operations.
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Responsibilities
- Provide systematic knowledge of IT procedures, operational processes, and work instructions
- Maintain and update IT asset inventory with accuracy and compliance
- Possess working knowledge of industry-standard ITSM tools for ticket management
- Handle and manage Service Requests (SRs) and Incident tickets in line with SLA requirements
- Monitor systems and equipment for substandard performance or malfunctions
- Perform basic troubleshooting and resolve hardware and system-related issues
- Set up and configure peripherals (laptops, desktops, printers) in accordance with IT policies and compliance standards
- Provide end-user support for Microsoft 365 / Office 365 applications
- Monitor Wi-Fi performance and assist with Cisco Meraki cloud-managed access points
- Perform basic Active Directory administration, including user account management, and have foundational knowledge of DNS and DHCP
- Identify performance issues and escalate unresolved problems to higher support levels
- Maintain hardware documentation, including fixes applied, notes, and recommendations
- Carry out routine preventive maintenance and assist in monitoring network security
- Analyze and resolve first-level technical faults
- Update process documents, procedures, and technical documentation as required
- Log, track, and follow up on issues with vendors and service providers
- Perform system health checks within assigned areas of responsibility
- Support IT service delivery processes in alignment with corporate guidelines
- Ensure adherence to defined SLAs for all assigned support activities
- Monitor, track, and report on IT assets throughout their lifecycle
Qualifications
- Bachelor of Computer Engineering or Equivalent
- CompTIA A+ & Microsoft Fundamentals
- ITIL® 4 Foundation: Microsoft Certifications (Cloud)
Additional Information
- 3-4 years of experience in a similar IT Helpdesk support role
Skills & Abilities
- End-User Support (Windows 11): Basic OS troubleshooting, user profiles, printers, VPN, Wi-Fi, Outlook, Teams.
- Microsoft 365 Basics: Outlook/Exchange Online (profile setup, mail flow basics), OneDrive sync issues, Teams sign-in & device issues, SharePoint access.
- Hardware & Peripherals: Laptop/desktop/printer setup, basic diagnostics, replacing common components (RAM/SSD), imaging if applicable.
- Basic Networking: IP addressing, DNS/DHCP fundamentals, Wi-Fi troubleshooting (SSID, signal strength), VPN client basics.
- Account Administration: Password resets, basic AD user management (enable/disable/unlock), group membership basics; familiarity with Entra ID (Azure AD) sign-in issues.
- Backup Awareness: Check job status/logs (e.g., Synology), escalate failures with correct evidence.
- Security Hygiene: MFA assistance, phishing reporting steps, secure handling of end-user data, policy awareness.
- Remote Support Tools: Confident with RDP/Quick Assist/AnyDesk/Teams support, screen sharing etiquette.
- Ticketing/ITSM Tools: Create, categorize, prioritize, and update tickets; follow SLAs and escalation rules.
