Job Summary:
We are seeking a proactive and customer-centric IT Helpdesk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance.
Key Responsibilities
- Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications
- Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity
- Manage incident and service request tickets via ITSM tools with full documentation
- Perform user account administration in Active Directory and Azure AD
- Support onboarding, offboarding, and asset deployment activities
- Escalate complex technical issues to infrastructure and application teams
- Maintain strong communication with users on ticket status and resolution progress
- Ensure compliance with security, audit, and operational procedures
- Participate in shift rotation and standby support when required
Required Technical Skills
- Strong troubleshooting experience in Windows 10 and 11 environments
- Hands-on exposure to Microsoft 365, Outlook, Teams, and OneDrive
- Basic network knowledge including LAN, WAN, DNS, and VPN
- Familiarity with ITSM platforms such as ServiceNow, Remedy, or equivalent
- Basic knowledge of Active Directory and endpoint management tools
- Experience supporting hardware, printers, and mobile devices
Qualifications and Experience
- Diploma or Degree in Information Technology or related discipline
- Minimum 1 to 3 years of service desk or IT support experience
- Fresh graduates with strong technical aptitude are welcome to apply
Core Competencies
- Strong customer service and communication skills
- High sense of ownership and accountability
- Ability to thrive in fast-paced support environments
- Structured problem solving and documentation discipline
- Team-oriented with strong learning agility
Please send your detailed resume in MS Word format to [Confidential Information] with
- Education Level
- Working experiences
- Each employment background
- Reason for leaving each employment
- Last drawn salary
- Expected salary
- Date of availability
