IT Helpdesk Engineer

Role Overview

• Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries.
• Evaluate and categorise 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.

Requirements

• Strong knowledge of computer hardware, operating systems (both Windows and macOS required), 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 analyse 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.

Tech Stack

• Cyber Security
• ITSM
• Jamf
• MacOS

Benefits

• Competitive salary
• Flexible work arrangements
• Professional development opportunities