Help Desk Engineer

Help Desk Engineer

Key Responsibilities:

• Provide

  L1/L2 technical support

  for US-based end-users.
• Install, configure, and

  troubleshoot issues during software/application installations

  .
• Manage and support

  virtual devices / VDI environments

  .
• Log, track, and resolve tickets using

  ticketing tools

  (ServiceNow, Jira, Zendesk, Freshdesk, etc.).
• Diagnose and resolve

  hardware, software, and basic network connectivity issues

  .
• Assist in

  user account management, password resets, and access issues

  .
• Document incidents, resolutions, and troubleshooting steps in the system.
• Escalate unresolved issues to higher-level teams and follow up until closure.
• Ensure tickets are resolved within agreed

  SLAs

  and maintain high client satisfaction.

Required Skills & Experience:

• 25 years of IT Help Desk / Technical Support experience

  .
• Strong knowledge of

  software/application installation and troubleshooting

  .
• Experience with

  ticketing systems

  (ServiceNow, Jira, Zendesk, or similar).
• Hands-on experience with

  virtual devices / VDI environments

  .
• Familiarity with

  Windows and Mac OS environments

  .
• Basic understanding of

  network troubleshooting (IP, DNS, VPN, Wi-Fi issues)

  .
• Strong communication skills, with prior experience supporting

  US clients

  .
• Customer-oriented mindset with ability to multitask and prioritize.