IT Helpdesk Engineer

Responsibilities

• Monitor server, application, and infrastructure health to ensure system availability.
• Respond to system alerts and perform initial troubleshooting and incident diagnosis.
• Manage incidents and service requests through the ticketing system.
• Handle user enquiries and technical issues via email and phone calls.
• Escalate unresolved or critical issues to the relevant support teams and track resolution progress.
• Prepare and submit hourly and 3-hourly operational status reports.
• Maintain accurate incident records, ticket updates, and shift handover documentation.
• Ensure incidents and requests are managed within agreed SLA timelines.
• Coordinate with internal teams to minimize service disruptions and downtime.
• Support daily operational activities and routine system health checks.
• Perform tasks efficiently in a fast-paced, high-volume, shift-based environment.

Requirements

• Experience in IT Helpdesk, Service Desk, IT Operations, or NOC environment.
• Basic knowledge of Windows operating systems, servers, networking, and infrastructure monitoring.
• Familiarity with OpenText or other similar ITSM/ticketing tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good verbal and written communication skills.
• Ability to manage multiple tasks simultaneously, including monitoring, ticket handling, email management, call support, and reporting.
• Able to work independently and as part of a team.
• Willing to perform rotating shift work, including weekends and public holidays when required.

Please send your detailed resume in MS Word format to [email protected] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability