Senior Helpdesk Engineer - Remote

Overview

An exciting opportunity available for a Senior Helpdesk Engineer, offering the flexibility to work from home or the office. This role requires working a weekend shift (Saturday to Tuesday).

In Short

• Be the first point of contact for support calls and tickets through Freshdesk.
• Troubleshoot and resolve desktop, network, and application issues.
• Document every action clearly in our ticketing system.
• Follow SOPs and contribute to internal documentation.
• Deliver a professional, empathetic experience with every client interaction.
• Monitor tickets to ensure timely updates and SLA compliance.
• 3+ years of helpdesk or IT support experience (MSP experience preferred).
• Strong knowledge of Windows 10/11 and Microsoft Office.
• Hands-on experience with RMM tools.
• Fluency in written and spoken English.

Requirements

• 3+ years of helpdesk or IT support experience (MSP experience strongly preferred).
• Strong knowledge of Windows 10/11 and Microsoft Office.
• Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar).
• Microsoft 365 admin experience and SaaS troubleshooting skills.
• Familiarity with Active Directory basics (users, groups).
• Solid grasp of networking fundamentals.
• Ability to explain tech clearly to non-technical people.
• High standards for communication, documentation, and follow-through.
• Fluency in written and spoken English.
• Experience with macOS or Google Workspace administration.
• Exposure to Azure, Hyper-V, or other virtualization technologies.
• Industry certifications (A+, Net+, Security+, MCSA, CCNA, MCSE, etc.).

Benefits

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year; 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.
• Fantastic, bright, and cheerful open-plan work environment.
• Prestigious clients and highly professional and friendly co-workers.