IT - L2

Overview

We are seeking a proactive and customer-focused Helpdesk Engineer to join our IT support team. This role will focus on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments.

You’ll be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery.

• Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues
• Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10/11).
• Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and One Drive.
• Install, configure, and update desktop software, operating systems, and patches as needed.
• Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center.
• Maintain inventory of IT hardware and software assets.
• Assist with user onboarding/offboarding, ensuring proper equipment setup and access provisioning.
• Escalate unresolved issues to appropriate technical teams and coordinate follow-ups.
• Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps.
• Support and troubleshoot mobile device access to corporate resources (iOS/Android).

• Required:
• 2–4 years of experience in a Helpdesk, Service Desk, or Desktop Support role.
• Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting.
• Proficient in supporting Office 365 suite applications and services.
• Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus).
• Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers).
• Excellent problem-solving skills with a focus on root-cause analysis.
• Strong verbal and written communication skills; ability to explain technical information to non-technical users.
• Customer service mindset with an emphasis on patience, professionalism, and follow-through.
• Preferred:
• Basic knowledge of ITIL processes.
• Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager).
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus.

Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).