IT Helpdesk Engineer - Incident Management (1-4 yrs)

About the Role :

As an IT Helpdesk, you will be the first point of contact for our clients, providing exceptional technical support and troubleshooting solutions. You will be responsible for resolving a wide range of IT issues, from basic hardware and software problems to more complex network and system configurations.

Key Responsibilities :

Incident Management :

- Respond promptly to incoming support requests via phone, email, or ticketing system.

- Accurately log and categorize incident tickets.

- Prioritize and manage multiple incident tickets effectively.

Technical Support :

Provide first-level technical support for hardware and software issues, including :

- Desktop computers, laptops, and peripherals

- Operating systems (Windows, Linux)

- Microsoft Office Suite and other productivity applications

- Network connectivity and printer issues

- Troubleshoot and resolve common IT problems.

- Provide clear and concise explanations to users, both verbally and in writing.

Remote Support :

- Utilize remote desktop tools to assist users remotely.

- Diagnose and resolve issues remotely.

Hardware and Software Installation :

- Install and configure hardware and software components as needed.

- Perform software updates and patches.

User Account Management :

- Create, modify, and delete user accounts.

- Reset passwords and unlock accounts.

Documentation :

- Maintain accurate and up-to-date documentation of incident resolution processes and knowledge base articles.

- Contribute to the development of internal IT documentation.

Required Skills and Qualifications :

Technical Skills :

- Strong understanding of computer hardware and software

- Proficiency in Windows operating systems, Microsoft Office Suite, and Active Directory

- Knowledge of networking concepts (LAN, WAN, TCP/IP)

- Experience with remote desktop tools

- Ability to troubleshoot hardware and software issues effectively

Soft Skills :

- Excellent verbal and written communication skills

- Strong customer service orientation

- Ability to work independently and as part of a team

- Problem-solving and analytical skills

- Attention to detail

Education and Experience :

- Bachelor's degree in Computer Science, Information Technology, or related field

- Minimum of 1 year of experience in IT helpdesk or technical support role