IT Help Desk Technician

About the role

The IT Help Desk provides first‑level technical support to end users, handling both hardware and software issues via phone or remote access. The role ensures smooth operation of IT equipment and maintains network connectivity across the organization.

Key responsibilities

• Deliver immediate first‑level support for software and hardware problems.
• Perform routine maintenance of hardware and software according to scheduled plans.
• Carry out minor repairs on software and hardware components.
• Diagnose errors, troubleshoot, and maintain network connections, LANs, WANs, and internet/intranet systems.
• Maintain inventory and documentation for all IT assets, maintenance activities, and problem resolutions.
• Escalate unresolved issues to higher‑level support or external consultants.
• Set up and deploy PCs for new employees using standard hardware, images, and software.
• Administer network servers such as file servers, Active Directory, and print servers.

Required profile

• Bachelor’s degree in Computer Science or a related discipline.
• 5–10 years of experience in IT support or a similar role.
• Fluent English communication skills.

Required skills

• Proficient use of Google Suite.
• Strong knowledge of Active Directory (mandatory).
• Networking expertise including VPN, virtualization, firewall, switches, and routers (mandatory).
• Experience with servers and storage solutions from Dell, HP, IBM, etc.
• Hands‑on experience with VMware.
• CCNA and MCSE certifications or equivalent knowledge.