Help Desk Engineer

Help Desk Engineer (Level 2–3)

Role Overview

We are looking for an experienced Help Desk Engineer (Level 2–3) to provide advanced technical support for complex IT issues. This role involves troubleshooting, problem resolution, and supporting users remotely and onsite.

Key Responsibilities

• Provide remote and onsite technical support
• Resolve escalated IT support tickets
• Troubleshoot hardware, software, network, and system issues
  
• Install, configure, and upgrade hardware and software
• Set up new computers and user environments
  
• Manage users and permissions via directory services
• Work with networking equipment and suggest improvements
  
• Follow structured change control and documentation processes
  
• Escalate unresolved issues when required
  
• Work closely with Level 1 support for faster resolutions
  
• Follow up with users to confirm ...