IT Helpdesk Engineer

As a Helpdesk Engineer at Kandla Port in the IT Support department, your primary responsibility will be to provide technical support and assistance to end-users for various hardware and software issues. You will troubleshoot, diagnose, and resolve technical problems while ensuring exceptional customer service and maintaining user satisfaction. Your role will involve documenting issues and solutions, as well as escalating more complex problems to higher-level IT staff when necessary. Key Responsibilities: - Provide first-line technical support to end-users via phone, email, and chat - Troubleshoot hardware and software issues, including operating systems, applications, and networking problems - Diagnose and resolve technical problems related to desktops, laptops, printers, and other peripherals - Maintain accurate records of support requests, solutions, and user interactions using a ticketing system - Guide users through problem-solving processes and offer clear instructions for issue resolution - Identify and escalate complex or unresolved issues to senior IT staff or specialized teams - Provide basic training and support to users on new systems and software applications - Monitor system performance and perform routine checks to ensure IT infrastructure stability and security - Assist with tracking and management of IT inventory, including hardware and software assets - Stay updated with industry trends to improve support processes and enhance technical skills Qualifications: - Education: Bachelors degree in Information Technology, Computer Science, or related field, or equivalent experience - Experience: Proven experience in a helpdesk or technical support role with a solid understanding of computer systems, networks, and software applications - Technical Skills: Proficiency in Windows and Mac OS environments, experience with common productivity software, knowledge of Active Directory, remote desktop tools, and ticketing systems - Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are preferred - Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users - Problem-Solving: Strong analytical and troubleshooting skills with attention to detail - Customer Service: Ability to deliver high-quality customer service and maintain professionalism under pressure In your work environment, you may experience a fast-paced setting with occasional after-hours support and prolonged computer use. Preferred skills include knowledge in hardware, Windows Desktop OS level issues, printers troubleshooting, basic network knowledge, troubleshooting skills, and optimizing operational processes for efficiency while maintaining quality standards. If you join us, you can expect opportunities for career growth, a dynamic work environment focused on results, competitive compensation, and a collaborative culture committed to success and innovation. To apply, please submit your resume and cover letter to [email address] with the subject line "Helpdesk Engineer Application." Benefits include commuter assistance, health insurance, day shift schedule, and opportunities for professional development. (Note: The JD does not contain any additional details about the company.),