IT Support Services – Help Desk

About the role

We are seeking an IT Support Services professional to join our Help Desk team. The role involves providing frontline technical assistance to employees and clients, diagnosing and resolving hardware, software, and network issues.

Key responsibilities

• Respond to support tickets, phone calls and emails within agreed SLAs.
• Diagnose and fix problems on desktops, laptops, mobile devices and printers.
• Install, configure and update operating systems, applications and hardware.
• Manage user accounts, password resets and permission changes in Active Directory.
• Troubleshoot network connectivity, Wi‑Fi, VPN and printer issues.
• Document solutions and maintain the knowledge base.
• Monitor systems to identify and prevent potential disruptions.
• Collaborate with senior engineers and assist with IT projects such as upgrades and deployments.

Required profile

• Minimum 2 years of experience supporting Microsoft networks and endpoints.
• Strong verbal and written communication skills.
• Ability to work under pressure, meet deadlines and provide excellent customer service.
• High school diploma or GED required.

Required skills

• Microsoft Networks, firewall and network configuration.
• Workstation setup, installation and print management.
• Cloud technology integration and endpoint security.
• TCP/IP protocols, VPN, Wi‑Fi troubleshooting.
• Active Directory and Group Policy management.
• PowerShell scripting.
• Microsoft Office (Word, Excel, Outlook).