Helpdesk Support Engineer

Reporting To : Helpdesk Team Lead / Service Manager

Department : Managed Services

Role Overview

The Helpdesk Support Engineer is responsible for providing first- and second-level technical support to end users, ensuring timely resolution of incidents and service requests in accordance with Service Level Agreements (SLAs). The role focuses on incident handling, request fulfillment, troubleshooting, documentation, and delivering quality customer support aligned with ITIL best practices.

The ideal candidate is customer-focused, technically capable, and able to work efficiently in a fast-paced support environment.

Key Responsibilities

A. Service Desk Operations

• Provide Level 1 / Level 2 support for incidents and service requests via ticketing system, phone, email, or remote support tools.

• Diagnose, troubleshoot, and resolve technical issues related to hardware, software, applications, network, and user a...