Help Desk Engineer

We are looking for a bright and motivated Help Desk Engineer to deliver enterprise-level technical support to our internal customers. You'll be the first point of contact for troubleshooting and resolving IT issues via phone, email, chat, and ticketing systems.
This is a high-impact role where your technical expertise and customer-first mindset will directly contribute to the productivity of our global teams.

Responsibilities
Provide Tier 1 support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot issues related to Microsoft 365, Windows OS, Exchange Admin, Google Workspace, and VPN/Wi-Fi connectivity.
Resolve incidents and service requests using ITSM tools and follow ITIL best practices.
Maintain accurate documentation of issues and resolutions in the help desk system.
Escalate complex issues to appropriate teams while ensuring timely follow-up.
Collaborate with global IT teams to support onboarding/offboarding and hardware provisioning.

Requirements:
1-3 years of experience in a Help Desk or IT Support role.
Strong knowledge of Microsoft domain environments, Active Directory, Windows and Mac OS.
Familiarity with ITSM tools and ticketing systems.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Excellent communication and interpersonal skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
Experience supporting global teams across multiple time zones.