Helpdesk Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and manage user accounts within Office 365, Azure AD, and local Active Directory, ensuring precise and effective user access and security protocols.

• Troubleshoot technical issues associated with desktops, laptops, mobile devices, and network services, or escalate concerns to the relevant technical teams.

• Provide proactive support to field personnel utilizing Windows 11 and macOS, offering training and assistance as necessary.

• Deliver hardware and software assistance to local users in person, along with remote support via phone and email through the helpdesk system for users across the globe.

• Ensure prompt resolution of issues or escalate them to the appropriate technical personnel as required.

• Communicate with vendors for the procurement of new equipment and software solutions.

• Install, upgrade, support, and troubleshoot printers, computer hardware, and authorized peripheral devices.

• Maintain standard software configurations, including the troubleshooting, loading, and configuration of software images, supported applications, and drivers.

• Regularly create and update documentation.

• Keep accurate records of support requests, resolutions, and system configurations.

• Work collaboratively with IT staff and departments to identify and rectify recurring issues.

• Engage in IT projects and contribute to initiatives aimed at improving processes.

• Collaborate within a small team as well as with a globally distributed team.

• Undertake additional responsibilities as required.

⛳️ Requirements

• Bachelor’s Degree, or a Secondary School diploma or equivalent combined with 3 years of relevant work experience, or an equivalent overall work experience.

• A minimum of 3 years of experience in supporting users on Windows 11 and Microsoft 365 (O365) or later versions.

• Familiarity with macOS is considered an asset.

• Basic (L1) understanding of AI tools is advantageous but not essential.

• Demonstrated experience as an IT Helpdesk Engineer or in a similar support role.

• Practical knowledge of anti-spam, antivirus, and encryption software.

🏝️ Benefits

• Equal employment opportunities.

• A fair and mutually respectful work environment.

• Commitment to diversity and inclusion.