Helpdesk Engineer

Key Responsibilities:

● Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries.
● Evaluate and categorize incoming support requests, prioritising them based on urgency and impact on business operations.
● Diagnose and troubleshoot hardware and software issues, guiding users through problem-solving steps and escalating complex problems when necessary.
● Assist users with software installations, updates, and configurations, including common applications and company-specific software.
● Provide guidance and troubleshooting for hardware components such as computers, printers, scanners, and peripherals.
● Handle password reset requests, account unlocking, and user access management as per security protocols.
● Maintain detailed records of support requests, resolutions, and user interactions for reference and reporting.
● Contribute to the development and maintenance of a knowledge base with FAQs, troubleshooting guides, and user resources.
● Utilise remote desktop tools to access and resolve issues on users' computers when on-site support is not feasible.
● Offer basic training to help users become more proficient in using IT resources and software.
● Escalate complex issues to higher-level IT support or specialised teams and ensure prompt resolution.
● Follow incident management procedures to handle critical IT incidents and minimise downtime.
● Provide friendly and professional customer service, ensuring users feel supported and valued.
● Assist with tracking and managing IT assets, including hardware inventory and software licenses.
● Gather user feedback and suggestions to improve IT services and support processes.
● Educate users about security best practices and report any security incidents or breaches.
● Adhere to shift schedules, ensuring coverage during business hours and, in some cases, providing after-hours support.

Skills/Competences:

● Strong knowledge of computer hardware, operating systems (e.g., Windows, macOS), and common software applications.
● Ability to diagnose and resolve a wide range of technical issues effectively and efficiently.
● Excellent customer service and interpersonal skills, including patience, empathy, and active listening.
● Clear and concise verbal and written communication skills for explaining technical concepts to non-technical users.
● Strong problem-solving abilities to analyze issues, identify root causes, and implement solutions.
● Ability to adapt to new technologies, software, and support processes in a dynamic IT environment.
● Proficiency in using remote support tools to assist users with technical issues remotely.
● Thorough documentation skills to maintain accurate records of support requests and resolutions.
● Effective prioritisation skills to handle multiple support requests and incidents simultaneously.
● Collaboration skills to work closely with other IT professionals and departments when necessary.
● Efficient time management skills to meet response and resolution timeframes.
● Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
● Basic understanding of cybersecurity principles and the ability to educate users about security risks.
● Capability to provide basic training to users on IT tools and resources.
● Empathetic approach to understanding user frustrations and concerns while providing support.
● Skill in receiving and incorporating user feedback for continuous improvement of IT services.
● Ability to handle multiple support requests and switch between tasks efficiently.
● Capacity to work well under pressure, especially during critical incidents or high-demand periods.
● Willingness to stay updated with the latest technologies and IT trends to provide up-to-date support.
● Awareness and respect for cultural differences when interacting with users in a diverse environment.
● Experience working with MDM solutions (Intune, Jamf)
● Collaboration with DevOps, Security, Monitoring, DBA teams on
common tasks and projects
● Experience working with collaboration tools (Slack, Google Workspace,
Jira, Confluence)
● Basic understanding of financial processes and terminology relevant to the fintech industry.