Help Desk Engineer Role Summary

Job Title: Help Desk Engineer Role Summary

Provide first and second-level technical support to end users, ensuring timely resolution of incidents and service requests while maintaining system performance and user satisfaction.

Key Responsibilities

• Handle support requests via ticketing system (e.g., BMC Remedy), email, and phone
• Provide L1 & L2 support for internet, network, hardware, and user-related issues
• Troubleshoot incidents and provide temporary or permanent solutions
• Perform root cause analysis for recurring or major issues
• Escalate and track tickets to resolution with relevant teams
• Support desktops, laptops, printers, MFPs, and related devices
• Deliver remote technical support when required
• Ensure SLA compliance for response and resolution times
• Document incidents, update CMDB, and maintain records
• Assist with system updates, patches, and maintenance activities
• Coordinate with teams on security incidents and technical issues
• Provide user guidance, training, and prepare reports
• Manage and move IT equipment, ensuring security and functionality
  
  

Requirements

• 2–5 years of experience in IT Help Desk / Technical Support
• Experience with ticketing tools (BMC Remedy preferred)
• Strong troubleshooting skills (hardware, network, and applications)
• Knowledge of ITIL processes and SLA management
• Good communication and problem-solving skills
  
  

Skills: it equipment,hardware,bmc remedy,mfps,sla management,security incidents,cmdb,maintenance activities,technical support,sla,applications,network,itil,technical issues,it help desk