Helpdesk Support Engineer
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Job Location:
Yearly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job description
Helpdesk Support Engineer L3- Permanent Full-Time
BWG are currently recruiting a Helpdesk Support Engineer (Level 1) the successful candidate will serve as the first point of contact for end users seeking technical assistance. This role involves diagnosing and resolving a wide range of hardware software and network-related issues in a timely and professional manner. The ideal candidate will have strong problem-solving skills excellent communication abilities and a passion for delivering outstanding customer service. Experience with Zendesk or similar ticketing systems is beneficial but not essential. This position requires someone who thrives in a fast-paced high-pressure and dynamic environment with the ability to stay calm and professional while managing competing priorities.
Key Responsibilities:
Serve as the first point of contact for IT support via phone email or helpdesk system.
Log prioritize and manage incidents and service requests through the helpdesk platform (e.g. Zendesk).
Provide technical support for Windows operating systems (Windows 10/11) and Microsoft Office / 365 applications.
Troubleshoot hardware software printer and network connectivity issues.
Perform basic Active Directory administration (password resets account unlocks group memberships).
Assist with installation configuration and maintenance of desktop and laptop devices.
Support onboarding and offboarding activities including device setup and user access management.
Escalate unresolved issues to Level 2/3 support or other IT teams as appropriate.
Maintain detailed documentation of issues troubleshooting steps and resolutions.
Contribute to process improvements and creation of IT knowledge base articles.
Deliver a high standard of customer service ensuring timely and effective issue resolution.
Job requirements
Experience & Education:
12 years experience in a technical support or helpdesk environment (or strong technical aptitude with customer-facing experience).
Solid understanding of Windows desktop environments and Microsoft 365 applications.
Basic networking knowledge (DNS DHCP TCP/IP).
Excellent communication interpersonal and problem-solving skills.
Ability to prioritize and manage multiple issues in a fast-paced high-pressure environment.
Strong attention to detail and documentation.
All done!
Your application has been successfully submitted!
Key Skills
- Accounts Receivable
- Fund Management
- Apache Tomcat
- ABAP
- Bank Reconciliation
- Fiber
