Helpdesk Support Technician

This role is integral to address end-user issues and contribute to system stability and performance. The area of focus will be to maintain the company’s internal Endpoint Detection and Response system.

JOB OBJECTIVE

We are seeking a skilled and customer-focused Helpdesk Support Technician to provide technical assistance and resolve IT-related issues for end-users. The ideal candidate should have a strong foundation in IT systems, networking, and troubleshooting, combined with excellent communication skills. 

EXPERIENCE AND EDUCATIONAL REQUIREMENTS

• Minimum 2 years of experience working in a similar capacity
• BSc. in Information Technology, Engineering, Computer Science or related discipline from an accredited tertiary institution
• Basic to intermediate knowledge of networking concepts (e.g., TCP/IP, DNS, DHCP)
• Certification(s) such as CompTIA A+, Network+, ITIL Foundation or similar is preferred.
• Familiarity with IT service management tools and practices.

ESSENTIAL RESPONSIBILITIES AND ACCOUNTABILITIES

1. Provide first-line support for IT, EDR and networking issues via phone, email, or in-person.
2. Troubleshoot and resolve connectivity, configuration, and access issues for networked devices.
3. Document, track, and manage service requests through the ticketing system, ensuring timely resolution.
4. Collaborate with teams to escalate complex issues to appropriate support levels or vendors.
5. Assist in setting up and maintaining user accounts, permissions, and access rights.
6. Support IT infrastructure projects, including network and hardware upgrades.
7. Conduct basic training sessions for staff on IT policies and best practices.
8. Conduct ad-hoc knowledge-sharing sessions for customer implementations when requested.