Help Desk Engineer (Level 2–3)

Help Desk Engineer (Level 2–3)


Role Overview

We are looking for an experienced Help Desk Engineer (Level 2–3) to provide advanced technical support for complex IT issues. This role involves troubleshooting, problem resolution, and supporting users remotely and onsite.


Key Responsibilities

• Provide remote and onsite technical support
• Resolve escalated IT support tickets
• Troubleshoot hardware, software, network, and system issues
  
• Install, configure, and upgrade hardware and software
• Set up new computers and user environments
  
• Manage users and permissions via directory services
• Work with networking equipment and suggest improvements
  
• Follow structured change control and documentation processes
  
• Escalate unresolved issues when required
  
• Work closely with Level 1 support for faster resolutions
  
• Follow up with users to confirm issue resolution
  
• Identify process and service improvements
  

Education & Experience


• IT-related degree or technical diploma with relevant experience
• Minimum 2 years experience in a similar support role
  

Skills & Competencies


• Strong verbal and written communication
  
• Excellent problem-solving and analytical skills
  
• Customer-focused and service-driven mindset
  
• High attention to detail
  
• Ability to work independently
  
• Strong time management and organisation
  
• Comfortable working under pressure
  
• Willing to work evenings or weekends if required
  
  

Technical Knowledge


• Hardware and business software troubleshooting
  
• Windows Server, Active Directory, Group Policy
  
• Networking: IP, DNS, DHCP, VPNs, Wi-Fi, routers, switches
  
• Microsoft 365 / Google Workspace
  
• Ticketing and time-tracking systems