Job Summary We are seeking a proactive and customer‑centric IT Helpdesk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance.
Key Responsibilities - Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications
- Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity
- Manage incident and service request tickets via ITSM tools with full documentation
- Perform user account administration in Active Directory and Azure AD
- Support onboarding, offboarding, and asset deployment activities
- Escalate complex technical issues to infrastructure and application teams
- Maintain strong communication with users on ticket status and resolution progress
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