Helpdesk Engineer / Specialist

Key Responsibilities End-User Support & Hardware Management Provide first-level and second-level technical support for desktops, laptops, and peripheral devices.

Install, configure, and deploy new hardware (Desktops/Laptops) and perform hardware upgrades.

Troubleshoot hardware failures and coordinate repairs with vendors as necessary.

Application & Software Support Manage and support  Office 365  applications, including Outlook (Email), Microsoft Teams, SharePoint, and OneDrive.

Assist users with email configuration, calendar sharing, and file permission issues.

Install, configure, and troubleshoot standard business software and drivers.

Data Protection & Security Administer and monitor backup solutions (e.g.,  Veeam, Commvault ) to ensure data integrity and recovery readiness.

Manage endpoint security tools (e.g.,  Bitdefender, Microsoft Defender, Sophos ) to ensure all devices are protected against threats.

Assist in enforcing IT security policies and educating users on security best practices.

System Monitoring & Administration Utilize system monitoring tools to proactively identify and resolve IT infrastructure issues.

Follow established workflows for ticket escalation, incident management, and service requests.

(Advantage) Assist with basic networking tasks (VPN, Wi-Fi, switches) and server maintenance.

Requirements & Qualifications Experience Minimum of  3 years  of proven experience in a Helpdesk, Service Desk, or IT Support role.

Demonstrated experience supporting Windows/Mac environments in a corporate setting.

Technical Skills Desktop/Laptop:  Strong competency in hardware troubleshooting, imaging, and setup.

Office 365:  Solid understanding of Exchange Online, Teams, SharePoint, and OneDrive administration.

Backup:  Hands-on experience with enterprise backup software (Veeam, Commvault, or similar).

Security:  Experience managing Anti-Virus/Endpoint Detection and Response (EDR) tools (Bitdefender, Sophos, Microsoft Defender).

Monitoring:  Understanding of system monitoring tools and ticketing workflows (e.g., ServiceNow, Jira, Zendesk).

Networking/Server (Nice to Have):  Basic knowledge of TCP/IP, DNS, DHCP, Active Directory, and Windows Server environments.

Education & Certifications Diploma in Information Technology, Computer Science, or a related field.

Relevant IT certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL) are a plus.

Soft Skills Excellent problem-solving and analytical skills.

Strong communication skills with the ability to explain technical concepts to non-technical users.

Ability to work independently and manage time effectively in a fast-paced environment.

Customer-service oriented mindset.