Help Desk and Technical Support Engineer

• End-User Support

  • Provide first line and second-line support for end-user computing systems, ensuring swift resolution of issues.

  • Install and support applications, operating systems, and end-user devices, including hardware and software troubleshooting.

  • Deliver first-level support for printers, printing services, PCs, and other devices.

  • Act as the first line of support for local and wide area networks (LANs and WANs).

• Service Desk and Ticketing Management

  • Log and report problems using the Service Desk Trouble Ticketing system, ensuring accurate documentation and follow-up.

  • Update open calls daily or in accordance with Service Level Agreements (SLAs).

  • Escalate unresolved tickets to the appropriate department or second-level support and monitor their progress.

• Collaboration and Communication

  • coordinate with second-level support teams and business units to ensure timely resolution of calls and adherence to SLAs.

• Data Management and Backup

  • Perform data backup and restoration for end-users as required.

• Policy and Procedure Implementation

  • Define, update, implement, and monitor operational procedures to enhance service delivery.

  • Ensure compliance with company policies and procedures.

• Asset and Inventory Management

  • Monitor and update the Help Desk inventory and end-user assets.

  • Oversee the selection and procurement of desktop/laptop hardware and software.

• Performance Monitoring and SLA Management

  • Monitor and ensure adherence to Service Level Agreements.

  Verify that all logged calls and tickets are handled appropriately and updated as per SLAs.

Education:

Bachelor’s degree in computer engineering.

Experience:

• Fresh Graduate, preferable 1 year of experience in computer use, Help Desk, and technical support

• Strong interpersonal and communication skills and the ability to work effectively.

• Self-starter and highly organized.

• Computer Literacy knowledge (Microsoft).

• Proficiency with MS Office suit (mainly Excel, Word, and PowerPoint).

• Excellent organizational, teamwork, and time management skills.

• Excellent coordination and follow-up skills.