IT Helpdesk Engineer

Client Support & Issue Resolution

• Respond to client IT issues and requests within 15 minutes.
• Provide Level 1 support and triage issues to appropriate teams if necessary.
• Resolve a defined percentage of issues and requests raised.
• Maintain accurate records of all client interactions and resolutions in the ticketing system.

Technical Troubleshooting

• Respond to client IT issues and requests within 15 minutes.
• Provide Level 1 support and triage issues to appropriate teams if necessary.
• Resolve a defined percentage of issues and requests raised.
• Maintain accurate records of all client interactions and resolutions in the ticketing system.

Communication & Client Interaction

• Communicate effectively with clients to understand their IT issues and provide timely solutions.
• Keep clients informed of the status of their requests and any changes.
• Provide excellent customer service and maintain a positive client relationship.

Documentation & Reporting

• Document all support activities and resolutions in the ticketing system.
• Contribute to the creation and maintenance of knowledge base articles.

Continuous Improvement

• Participate in training and development activities to enhance technical skills.
• Provide feedback to improve support processes and client satisfaction.
• Stay updated on the latest IT trends and technologies.

CORE COMPETENCIES

• Strong technical troubleshooting skills across the Microsoft on-prem and cloud stack.
• Excellent communication and customer service skills, familiarity with ITSM (Jira, etc).
• Ability to work efficiently in a remote environment.
• Strong organizational and documentation skills.
• Ability to work under pressure and meet response time KPIs.

EXPERIENCE REQUIRED

• [Preferred] Bachelors degree in Information Technology, Computer Science, or a related field.
• Active certification is required in one or more Microsoft Certifications, in Infrastructure, Modern Workforce, or Security.
• Other relevant certifications (e.g., CompTIA A+) are a plus.
• 2-4 prior experience in IT, professional services, or technology industry preferred.