Job Title: Help Desk EngineerRole Summary
Provide first and second-level technical support to end users, ensuring timely resolution of incidents and service requests while maintaining system performance and user satisfaction.
Key Responsibilities
- Handle support requests via ticketing system (e.g., BMC Remedy), email, and phone
- Provide L1 & L2 support for internet, network, hardware, and user-related issues
- Troubleshoot incidents and provide temporary or permanent solutions
- Perform root cause analysis for recurring or major issues
- Escalate and track tickets to resolution with relevant teams
- Support desktops, laptops, printers, MFPs, and related devices
- Deliver remote technical support when required
- Ensure SLA compliance for response and resolution times
- Document incidents, update CMDB, and maintain records
- Assist with system updates, patches, and maintenance activities
- Coordinate with teams on security incidents and technical issues
- Provide user guidance, training, and prepare reports
- Manage and move IT equipment, ensuring security and functionality
Requirements
- 2–5 years of experience in IT Help Desk / Technical Support
- Experience with ticketing tools (BMC Remedy preferred)
- Strong troubleshooting skills (hardware, network, and applications)
- Knowledge of ITIL processes and SLA management
- Good communication and problem-solving skills
Skills: it equipment,hardware,bmc remedy,mfps,sla management,security incidents,cmdb,maintenance activities,technical support,sla,applications,network,itil,technical issues,it help desk
