ICT Helpdesk Support Engineer- L2

Job Title: ICT Helpdesk Support Engineer – L2

Department: ICT Operations

SBU: ICT

Reporting Structure:

Responsible To: AM / Manager – Helpdesk & Support

Accountable For: System Admin

To Consult: AM / Manager – Helpdesk & Support

To Inform: AM / Manager – Helpdesk & Support

Employment Matrix

Mode of Employment: Permanent / Temporary / Consultant – Permanent

Work Pattern: Full time / Part time / Hourly basis – Full Time / 24x7 shifts

Purpose of the Job

The ICT Helpdesk Support Engineer will be responsible for providing first-line support to all users within the organization, ensuring the resolution of technical issues related to hardware, software, network, and accounts. The role involves assisting users with ticket resolution, troubleshooting IT-related issues, and offering proactive support for a range of technologies including M365, VPNs, mobile device management, email, WiFi and access control systems, and other day-to-day requirements.

Job Responsibility

• Install, configure, and troubleshoot desktop computers, laptops, printers, and other IT devices.
• Manage and maintain hardware inventories, performing regular assessments to ensure optimal performance.
• Assist with hardware upgrades, replacements, and repairs.
• Install, configure, and support software applications, including operating systems (Windows, macOS), office productivity suites (Microsoft 365, Adobe, etc.), and proprietary software.
• Ensure software updates, patches, and security fixes are applied regularly.
• Provide technical assistance for software-related issues and provide solutions or escalate issues when necessary.
• Respond to user support requests, resolving technical issues via phone, email, and in-person.
• Provide training and documentation for end users on how to use software and hardware effectively.
• Ensure users have access to the systems, tools, and resources they need to perform their jobs efficiently.
• Troubleshoot and resolve problems related to network connectivity, printers, devices, and user accounts.
• Provide support for M365 applications such as Outlook, Teams, SharePoint, OneDrive, and Exchange.
• Assist in configuring M365 security features, such as multi-factor authentication (MFA) and data loss prevention (DLP).
• Support and troubleshoot local area networks (LAN) and wide area networks (WAN) for internal systems.
• Assist with network configuration, connectivity, and performance monitoring.
• Install, configure, and maintain antivirus software on all endpoints.
• Monitor for malware, viruses, and other threats, responding swiftly to incidents and ensuring system integrity.
• Ensure compliance with organizational security protocols and best practices.
• Maintain records of IT incidents, problems, and resolutions.
• Document all system configurations, installations, and upgrades.

Technical / Functional Skills Required

• Proven experience in IT support, preferably in a similar role.
• Strong knowledge of hardware troubleshooting, operating systems, and software support.
• Experience with Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive).
• Familiarity with LAN/WAN network setup, troubleshooting, and configuration.
• Understanding of security principles, including antivirus software, firewalls, and access control systems.
• Familiarity with compliance requirements such as ISO, PCI, GDPR or similar regulations.

Soft Skills Required

• Good analytical skills and communication skills. Ability to identify the problems and find creative solutions within the timeline.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Effective hardware and software problem-solving abilities.
• Display empathy and positive regard for others in written, verbal, and non-verbal communications.
• Work effectively with colleagues by practicing punctuality, respect for deadlines, collaborative problem-solving, and honest communication.
• Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions.

Experience Range (in Yrs)

Between- 2-5 Years

Educational Qualification Required

Graduate with Good ICT Experience

ADDITIONAL/SPECIAL SKILLS REQUIRED (IF ANY)

Good understanding of ITIL & ISO quality processes