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IT Helpdesk Engineer

Title:  IT Helpdesk Engineer

Job brief

We are looking for a competent IT Helpdesk Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent IT Helpdesk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must also be user-oriented and patient to deal with difficult users.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Ability for troubleshoot, maintenance and fix Hardware and Software issues for computer, network and technical systems.
• Basic knowledge about PBX, DVR and Access Control systems.
• Determine the best solution based on the issue and details provided.
• Walk the User through the problem-solving process.
• Provide accurate information on IT products or services.
• Responding to queries via chat, email, or phone
• Running reports to analyses common complaints and problems
• Record events and problems and their resolution in logs.
• Follow-up and update user status and information
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Training other staff members on basic troubleshooting and diagnosing problems
• Ability to learn any new technology that related to IT field.

Qualification / Knowledge

• Proven experience as IT helpdesk Engineer or other user support role.
• Good understanding of computer systems, networks, mobile devices and other tech products.
• Good Knowledge about computer software and applications
• Writing and Editing Skills to aid in writing and updating manuals.
• Excellent communication skills.
• English Language – Intermediate level or above.
• BSc in IT, Computer Science, or relevant field

Please send your CV to hr@miza.ly