Helpdesk Engineer
Your tasks
Technical Support
- Provide first and second-level technical support to end-users via phone, email, chat, ZOOM Meeting or in-person.
- Troubleshoot and resolve hardware, software, and network-related issues across Google Workspace, Apple iPads, MacBooks, and Windows devices.
- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
Incident Management
- Log, track, and resolve support tickets using a ticketing system (e.g, Zendesk).
- Escalate complex issues to senior engineers or relevant teams as needed.
- Ensure timely resolution of issues while meeting SLAs (Service Level Agreements).
User Account Management
- Assist with user account creation, modification, and deletion in Google Workspace Admin Console, Active Directory, or other systems.
- Reset passwords and troubleshoot login issues across multiple platforms.
Software and System Maintenance
- Install, configure, and update software applications on Windows, macOS, and iPadOS devices.
- Perform basic server and network troubleshooting.
- Assist with patch management and system updates across all platforms.
Google Workspace Support
- Provide support for Google Workspace applications (Gmail, Google Drive, Google Meet, Google Calendar, etc.).
- Assist with user onboarding, email configuration, and collaboration tool setup.
- Troubleshoot and resolve issues related to Google Workspace services.
Apple Device Support
- Configure and troubleshoot Apple iPads and MacBooks for end-users.
- Assist with Apple ID management, app installations, and device enrollment in MDM (Mobile Device Management) solutions.
- Provide support for macOS and iPadOS-related issues.
Windows Environment Support
- Troubleshoot and resolve issues related to Windows operating systems (Windows11).
- Assist with software installations, driver updates, and hardware diagnostics on Windows devices.
Documentation and Knowledge Sharing
- Create and update technical documentation, FAQs, and knowledge base articles.
- Train end-users on basic IT procedures and tools across all platforms.
Customer Service
- Maintain a professional and courteous demeanor when interacting with users.
- Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
Collaboration
- Work closely with other IT teams to resolve cross-functional issues.
- Participate in team meetings and contribute to process improvements.
Requirements
Key accountability (Main purpose of this job) We are seeking a motivated and customer-focused Helpdesk Engineer with 1-3 years of experience to provide technical support and troubleshooting assistance to end-users. The ideal candidate will have experience or a willingness to work with Google Workspace, Apple iPads, MacBooks, and Windows environments.
Education
- Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
- Bachelor’s degree is a plus but not required.
- 1-3 years of experience in a helpdesk or technical support role (fresh graduates with relevant internships or certifications will also be considered).
- Experience or willingness to work with Google Workspace, Apple iPads, MacBooks, and Windows environments.
- Familiarity with Windows 11, macOS, and iPadOS.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
Certifications (Preferred but Not Required)
- CompTIA A+, Network+,
- Google Workspace certification (e.g., Google Workspace Administrator).
- Apple Certified Support Professional (ACSP) or equivalent.