Helpdesk Support Engineer

Key Responsibilities:

Technical Support & Troubleshooting:

• Provide L2 support for Windows & Mac platforms across multiple clients and client site locations.

• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.

• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.

• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.

• Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients. Ticket Management & Documentation:

• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.

• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.

• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes. System Configuration & Maintenance:

• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.

• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.

• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption. Collaboration & Client Interaction:

• Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.

• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.

• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required. Cloud Infrastructure & Security Awareness:

• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.

• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Qualifications & Skills:

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.

• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.

• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).

• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).

• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.

• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).

• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.

• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.

• Excellent documentation skills, with attention to detail in creating clear and structured records. Preferred Certifications:

• CompTIA A+, Network+, or Security+

• Microsoft Certified: Modern Desktop Administrator Associate

• AWS Certified Solutions Architect (or similar) • Azure Administrator certification (preferred) • ITIL Foundation