We are seeking an experienced IT Helpdesk Engineer with ITIL & ITSM certification to join our IT team. The successful candidate will provide advanced technical support and assistance to employees. The ideal candidate will have a strong understanding of ITIL principles, excellent problem-solving skills, and the ability to resolve complex technical issues efficiently.
- Provide advanced technical support for hardware, software, and network issues
- Respond to and resolve complex helpdesk tickets in a timely and professional manner
- Utilize ITIL principles to identify, analyse, and resolve technical issues
- Collaborate with senior IT staff to resolve critical technical issues
- Develop and maintain knowledgebase articles to improve technical support
- Provide training and guidance to junior helpdesk staff
- Develop and maintain technical documentation
- Ensure compliance with ITIL processes and procedures
Requirements
- Bachelor’s degree (BSc/BE) in computer science, Information Technology or any related field
- ITIL Intermediate Certificate (v3 or v4) or higher
- ITSM certified
- Minimum 3-5 years of experience in an IT helpdesk or technical support role
- Strong understanding of ITIL principles and processes
- Strong knowledge of various Operating Systems: Windows, macOS, Linux
Hardware experience: Desktops, Laptops, Printers, Mobile Devices - Software: Microsoft Office, Google Workspace, Antivirus software
Networking: TCP/IP, DNS, DHCP, Wi-Fi
IT Service Management: Incident Management, Problem Management, Change Excellent problem-solving and analytical skills - Familiarity with IT service management tools and software
Key Performance Indicators (KPIs)
- First Call Resolution (FCR) Rate
- Average resolution time
- Total number of tickets handled within a specific period.
- Customer Satisfaction Score (CSAT)
- Average ticket response Time
- Average time taken to respond to a new ticket after it is submitted.
- Resolution SLA Compliance
- System Uptime
- Average Handle Time (AHT)
Soft Skills
- Excellent problem-solving and analytical skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong communication and interpersonal skills
Nice to Have
- Experience with cloud computing platforms (AWS, Azure, Google Cloud)
- Knowledge of scripting languages (Python, PowerShell, etc.)
- Certification in CompTIA A+, Network+, or Security+
- Experience with IT project management
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
- Bus transportation
- Coop society
