Helpdesk Engineer / Specialist

Key Responsibilities

End-User Support & Hardware Management

• Provide first-level and second-level technical support for desktops, laptops, and peripheral devices.

• Install, configure, and deploy new hardware (Desktops/Laptops) and perform hardware upgrades.

• Troubleshoot hardware failures and coordinate repairs with vendors as necessary.

Application & Software Support

• Manage and support Office 365 applications, including Outlook (Email), Microsoft Teams, SharePoint, and OneDrive.

• Assist users with email configuration, calendar sharing, and file permission issues.

• Install, configure, and troubleshoot standard business software and drivers.

Data Protection & Security

• Administer and monitor backup solutions (e.g., Veeam, Commvault) to ensure data integrity and recovery readiness.

• Manage endpoint security tools (e.g., Bitdefender, Microsoft Defender, Sophos) to ensure all devices are protected against threats.

• Assist in enforcing IT security policies and educating users on security best practices.

System Monitoring & Administration

• Utilize system monitoring tools to proactively identify and resolve IT infrastructure issues.

• Follow established workflows for ticket escalation, incident management, and service requests.

• (Advantage) Assist with basic networking tasks (VPN, Wi-Fi, switches) and server maintenance.

Requirements & Qualifications

Experience

• Minimum of 3 years of proven experience in a Helpdesk, Service Desk, or IT Support role.

• Demonstrated experience supporting Windows/Mac environments in a corporate setting.

Technical Skills

• Desktop/Laptop: Strong competency in hardware troubleshooting, imaging, and setup.

• Office 365: Solid understanding of Exchange Online, Teams, SharePoint, and OneDrive administration.

• Backup: Hands-on experience with enterprise backup software (Veeam, Commvault, or similar).

• Security: Experience managing Anti-Virus/Endpoint Detection and Response (EDR) tools (Bitdefender, Sophos, Microsoft Defender).

• Monitoring: Understanding of system monitoring tools and ticketing workflows (e.g., ServiceNow, Jira, Zendesk).

• Networking/Server (Nice to Have): Basic knowledge of TCP/IP, DNS, DHCP, Active Directory, and Windows Server environments.

Education & Certifications

• Diploma in Information Technology, Computer Science, or a related field.

• Relevant IT certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL) are a plus.

Soft Skills

• Excellent problem-solving and analytical skills.

• Strong communication skills with the ability to explain technical concepts to non-technical users.

• Ability to work independently and manage time effectively in a fast-paced environment.

• Customer-service oriented mindset.