Help Desk Engineer (Voice Process)

Job Summary:

As a Help Desk Engineer, you will be responsible for providing technical support and assistance to end-users in resolving hardware and software-related issues. You will play a key role in ensuring the smooth operation of IT systems, responding to user inquiries, and troubleshooting problems.

Key Responsibilities:

User Support:

Respond to user inquiries and provide technical assistance via phone, email, or in person.

Assist users in resolving issues related to hardware, software, and network connectivity.

Problem Identification and Resolution:

Analyze, diagnose, and troubleshoot technical issues reported by users.

Provide timely and effective solutions to problems, either through remote assistance or on-site support.

Documentation:

Maintain detailed records of user interactions, technical issues, and resolutions in the help desk ticketing system.

Create and update knowledge base articles to facilitate user self-help.

Software and Hardware Support:

Install, configure, and update software applications and operating systems.

Provide support for desktops, laptops, printers, and other hardware peripherals.

Network Support:

Assist in troubleshooting network-related issues, including connectivity problems and basic network configurations.

Collaborate with network administrators for more complex network problems.

Collaboration:

Collaborate with other IT teams and departments to escalate and resolve issues.

Participate in projects related to system upgrades, deployments, and migrations.

Description

Roles and Responsibilities:

• Provide technical support and troubleshooting assistance to end users

• Respond to user inquiries and provide solutions to hardware and software problems

• Install, configure, and maintain computer systems and software

• Set up and troubleshoot network and internet connections

• Collaborate with other IT team members to resolve complex issues

• Document and track technical issues and resolutions

• Provide training and support to end users on new technologies and software applications

• Stay up-to-date with industry trends and best practices in IT support

Requirements

• Good understanding of computer hardware, software, and networking principles

• Strong problem-solving and troubleshooting skills

• Excellent communication and customer service skills

• Ability to work independently and in a team environment

• Knowledge of operating systems, such as Windows and macOS

• Familiarity with help desk ticketing systems

• Basic knowledge of Active Directory and network protocols (TCP/IP, DNS)

• Ability to prioritize and manage multiple tasks

• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus

• Bachelor's degree in information technology or related field (preferred)