Helpdesk Engineer

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.

Responsibilities (Key areas of Responsibilities):

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:

Education:

• Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
• Bachelor’s degree is a plus but not required.

Experience:

• 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.