IT Helpdesk Engineer - Remote

Overview

The IT Helpdesk Engineer serves as the first point of contact for IT support within the organisation, providing technical assistance to users by troubleshooting hardware, software, and network issues. This role ensures the timely resolution of technical problems, manages service requests, and helps maintain a high level of user satisfaction through effective communication and problem-solving.

In Short

• Provide first-level technical support to end-users via phone, email, chat, or in-person.
• Evaluate and categorise incoming support requests.
• Diagnose and troubleshoot hardware and software issues.
• Assist users with software installations and configurations.
• Provide guidance for hardware components.
• Handle password reset requests and user access management.
• Maintain detailed records of support requests and resolutions.
• Utilise remote desktop tools for troubleshooting.
• Offer basic training to users on IT resources.
• Ensure friendly and professional customer service.

Requirements

• Strong knowledge of computer hardware and operating systems.
• Excellent customer service and interpersonal skills.
• Clear verbal and written communication skills.
• Strong problem-solving abilities.
• Proficiency in using remote support tools.
• Familiarity with ITIL principles.
• Basic understanding of cybersecurity principles.
• Experience with MDM solutions.
• Collaboration skills with IT teams.
• Willingness to stay updated with IT trends.

Benefits

• Make a global impact by serving millions of users.
• Accelerate career through internal mobility and mentoring.
• Thrive in a connected, global organisation.
• Embrace a principle-driven culture.
• Enjoy competitive compensation and flexible work arrangements.