IT Helpdesk Engineer

The Level 1 Helpdesk Support Engineer is responsible for providing first-line technical support to end users ensuring timely resolution of IT-related issues. This role involves troubleshooting basic hardware software and system issues logging and managing service tickets and adhering to defined SLAs. The engineer works closely with users to understand their requirements provides effective client support and escalates complex issues to higher support levels as needed ensuring smooth day-to-day IT operations.

• Provide systematic knowledge of IT procedures operational processes and work instructions
• Maintain and update IT asset inventory with accuracy and compliance
• Possess working knowledge of industry-standard ITSM tools for ticket management
• Handle and manage Service Requests (SRs) and Incident tickets in line with SLA requirements
• Monitor systems and equipment for substandard performance or malfunctions
• Perform basic troublesh...

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