System Engineer - IT Support

Job Summary

We are seeking a customer-focused and proactive Helpdesk Executive to provide first-level IT support to end-users. The role will receive, record, classify, troubleshoot, and resolve IT issues based on service desk tickets. The executive will ensure timely updates, accurate documentation, and appropriate escalation of unresolved incidents to the relevant support teams or vendors.

Key Responsibilities

• Receive and manage IT incidents and service requests through the ticketing system.
• Provide first-level support for desktops, laptops, printers, scanners, operating systems, standard business applications, email, Microsoft 365, network connectivity, and basic access issues.
• Log complete and accurate ticket details, including the user issue, troubleshooting performed, resolution, status, and closure notes.
• Classify, prioritize, and assign tickets based on impact, urgency, category, and agreed service levels.
• Installation of Laptops/Desktops as per standard operating procedure.
• Troubleshoot common hardware, software, peripheral, login, password, email, OneDrive, VPN, Wi-Fi, and LAN connectivity issues.
• Guide users through basic troubleshooting by phone, remote support tools, email, or in-person assistance.
• Resolve tickets within defined service levels and keep users informed until closure.
• Escalate unresolved or complex issues to Level 2 support, infrastructure, application, security, OEM, or vendor teams with complete diagnostic information.
• Follow up on escalated tickets and coordinate with internal teams or vendors until resolution.
• Support user onboarding and offboarding activities such as device readiness, standard software installation, account checks, and asset handover coordination.
• Maintain IT asset records and assist with inventory verification for laptops, desktops, accessories, and peripherals.
• Create and update knowledge base articles, troubleshooting guides, and frequently asked questions.
• Identify recurring incidents and highlight trends or potential problems to the IT team.
• Follow information security, data protection, access control, and IT support procedures.
• Maintain professional communication and deliver a positive user support experience.

Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.
• 1-3 years of experience in an IT helpdesk, service desk, desktop support, or technical support role.
• Working knowledge of Windows desktop operating systems, Microsoft 365 applications, basic networking, hardware, and peripheral troubleshooting.
• Familiarity with IT service management processes and ticketing tools is preferred.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft fundamentals are an advantage.

Skills

• Good troubleshooting and problem-solving ability.
• Clear verbal and written communication skills.
• Customer-service orientation with patience and professionalism.
• Ability to prioritize multiple tickets and work within service-level targets.
• Ability to document technical issues and resolutions clearly.
• Basic understanding of incident management, request fulfilment, escalation, and ticket closure practices.
• Ability to work independently and collaborate with other IT support teams.

Willingness to work in rotational shifts or provide after-hours support when required.