Help Desk Engineer

Position Overview

We are seeking a proactive and customer-focused IT Helpdesk Engineer to provide frontline technical support to faculty, staff, and students. The role involves diagnosing and resolving hardware, software, network, and account-related issues while ensuring high service availability, IT security, and user satisfaction.

This role will be offered on a contract/probationary basis for a minimum to a maximum of 1 year.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, or the ticketing system.
• Troubleshoot and resolve Level 1 and Level 2 technical issues, including desktops, laptops, printers, servers, audio-visual systems, LAN/Wi-Fi, and end-user applications.
• Provide support for Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) and institute collaboration tools.
• Manage Active Directory accounts, user access, and domain-related issues.
• Support classrooms, guest users, and events with IT setup (projectors, hybrid meeting tools, Wi-Fi access, cloud meetings such as Teams/Zoom/Google Meet).
• Perform preventive maintenance and assist in hardware/software inventory management.
• Monitor network and CCTV systems, escalate complex issues, and coordinate with vendors as required.
• Support backup solutions, biometric attendance devices, and cross-device/OS troubleshooting.
• Maintain detailed logs in the IT Helpdesk ticketing system and ensure timely closure of support requests.
• Deliver end-user training on collaboration tools and enforce the institute's IT security and data privacy policies.
• Adhere to and promote IT compliance, data protection, and security standards.

Qualifications

• Bachelor’s degree in IT/Computer Science or equivalent diploma with relevant certifications.
• 2–3 years of IT support/helpdesk experience, preferably in an educational or enterprise environment.
• Strong knowledge of Windows, macOS, Microsoft 365, and IT peripherals.
• Familiarity with ticketing systems, remote support tools, and structured troubleshooting methodologies.
• Excellent communication skills with a customer-first service orientation.