IT Helpdesk Engineer

Job Title ➢ IT Helpdesk Engineer - L1

Job Purpose ➢ The IT Helpdesk Engineer (L1) serves as the primary point of contact for internal

global end-users seeking technical assistance. This role provides initial triage,

basic troubleshooting, and first-contact resolution for incidents and service

requests across phone, email, chat, and ticketing channels.

Reports to ➢ Assistant Manager Last Updated ➢ Aug 19th, 2026

Key Responsibilities

Ticket Management: Log, document, classify, and track all incoming incidents and service requests

in the ITSM tool from intake to resolution.

SLA Adherence: Ensure all user inquiries are responded to and resolved within agreed-upon

Service Level Agreement (SLA) turnaround times.

Tier 1 Resolution: Diagnose and resolve standard technical issues (Windows OS, Microsoft 365,

hardware peripherals, basic network/VPN connectivity) within the designated Helpdesk scope.

Process & Escalation: Adhere strictly to established ITIL processes and Standard Operating

Procedures (SOPs). Escalate unresolved Tier 2/3 incidents to appropriate technical teams with

thorough diagnostic notes.

IT Communications: Draft and issue timely IT advisories to notify global users of scheduled system

changes, software updates, or unexpected outages.

Documentation: Maintain up-to-date end-user troubleshooting guides and contribute to the internal

IT Knowledge Base.

Qualifications

Education: Bachelor’s Degree or Diploma in Computer Science, Information Technology, Electronics

& Communication, or a related field.

Certifications (Preferred): CompTIA A+, Microsoft Certified: Fundamentals (MS-900 / MD-102), or

ITIL v4 Foundation.

Experience

0–2 years of hands-on experience in a technical support desk, service desk, or IT customer support

environment (Voice/Non-Voice).

Technical Core Skills

Operating Systems: Basic to intermediate knowledge of Windows 10/11 (macOS knowledge is a

plus).

Identity & Access: Foundational understanding of Active Directory, and user account administration

(password resets, group management).

Software Support: Familiarity with G Suite and common remote support tools.

Networking: Basic understanding of TCP/IP, DNS, DHCP, and home/office VPN connection

troubleshooting.

Soft Skills: Strong problem-solving capabilities paired with excellent written and verbal English

communication skills.

Personal Values

Teamwork: Collaboration-first mindset; puts team objectives before self.

Customer Focus: Keeps user satisfaction and empathy at the center of all support interactions.

Value-Addition: Proactive approach to learning, continuous improvement, and process

enhancement.

Ethics: Maintains high standards of integrity, transparency, and accountability.