Help Desk Engineer

About the role

The Help Desk Engineer provides front‑line technical assistance to internal users and clients, ensuring timely resolution of hardware and software issues.

Key responsibilities

• Respond to support requests, diagnose and resolve hardware and software problems.
• Document solutions in the ticketing system and install, configure, and maintain computers, printers and network‑connected equipment.
• Monitor system performance, escalate complex issues to higher‑level support, and maintain professional communication with stakeholders.
• Collaborate with other IT team members to improve support processes and maintain a secure, stable IT environment.

Required profile

• Demonstrated technical support and help‑desk experience for end users.
• Strong troubleshooting abilities for software, operating systems and network‑related issues.
• Experience with printer installation, configuration and maintenance.
• Solid understanding of computer hardware (desktops, laptops, peripherals).
• Basic knowledge of networking concepts (TCP/IP, LAN/WAN, Wi‑Fi) and Windows operating systems.
• Effective communication skills and a customer‑focused mindset.
• Ability to work on‑site, manage multiple tickets and prioritize tasks with minimal supervision.
• Relevant technical diploma or degree in IT, Computer Science or related field; certifications such as CompTIA A+ or Network+ are a plus.

Required skills

• Technical Support
• Help Desk Support
• Printer Support
• Computer Hardware
• Windows OS
• TCP/IP
• LAN/WAN
• Wi‑Fi
• CompTIA A+ (optional)
• CompTIA Network+ (optional)