HELPDESK SUPPORT ENGINEER

ROLESUMMARY The Helpdesk Support Engineer is responsible for providing first and second-level technical support to end users, ensuring timely resolution of IT incidents and service requests. The role focuses on maintaining high service availability, user satisfaction, and adherence to SLAs in enterprise and regulated environments. KEYRESPONSIBILITIES · Provide L1/L2 support for end-user issues related to hardware, software, and network systems. · Log, track, and manage incidents and service requests through ITSM tools. · Diagnose and resolve issues related to desktops, laptops, mobile devices, and peripherals. · Support enterprise applications, email systems, collaboration tools, and user access issues. · Escalate complex incidents to relevant teams and ensure timely closure. · Perform user account management (creation, modification, access control, password resets). · Install, configure, and maintain end-user systems and standard software. · Support remote users using remote access and troubleshooting tools. · Maintain SLA compliance and provide regular status updates to stakeholders. · Document incidents, resolutions, and standard operating procedures (SOPs). · Assist in system upgrades,patching, and rollout activities. · Ensure adherence to IT security policies and endpoint compliance standards. TECHNICALSKILLS & TOOLS · Operating Systems: Windows, macOS (basic), Linux (basic) · ITSM Tools: ServiceNow, Remedy, Jira Service Management · End-User Support: MS Office, Microsoft 365, Outlook, Teams · Identity & Access: Active Directory, Azure AD · Networking (Basics): DNS,DHCP, VPN, LAN/Wi-Fi troubleshooting · Remote Support Tools: AnyDesk, TeamViewer, Remote Desktop · Hardware: Desktops, laptops, printers, mobile devices SECURITY& COMPLIANCE · Follow access control, password, and endpoint security policies. · Ensure compliance with organizational security standards (e.g., ISO 27001). · Identify and report security incidents or suspicious activities. · Support endpoint patching and antivirus compliance. QUALIFICATIONS& EXPERIENCE ·  Degree/Diploma in IT, Computer Science, or related field. ·  2–5 years of experience in IT helpdesk or end-user support. ·  Experience working in SLA-driven environments preferred. ·  Strong communication, troubleshooting, and customer service skills. PREFERRED(GOOD TO HAVE) · ITIL Foundation certification. · Experience in government or regulated environments. · Knowledge of endpoint management tools (Intune, SCCM). · Exposure to basic scripting or automation.