Technical Analyst - IT Helpdesk Engineer

Location: | Job-ID: 218038 | Contract type: Standard | Business Unit: IT Consulting

Life on the Team 

Be part of a dynamic IT support team focused on delivering reliable, first-level technical assistance to end-users. You’ll collaborate with cross-functional teams to ensure smooth day-to-day operations, working in an environment that values professionalism, clear communication, and a customer-first mindset. This team promotes continuous improvement in troubleshooting, documentation, and service delivery, while supporting enterprise systems and tools.

What You Will Do

• Respond to support requests via phone, email, or ticketing system.


• Provide first-level troubleshooting for hardware, software, and peripheral issues.


• Assist with password resets, account access, and basic configuration support.


• Escalate unresolved issues to Level 2 or appropriate technical teams.


• Log and track requests using the IT ticketing system.


• Follow documented procedures and contribute to internal knowledge base articles.


• Maintain professionalism and clear communication with end-users.


• Troubleshoot and resolve common Level 1 issues, including:


• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) with SSO understanding.


• Windows 10/11 and utility apps like Adobe, Notepad.


• Active Directory password resets and account unlocks.


• Device onboarding, installations, and Intune/Endpoint Manager support.


• Mailbox and permissions, MS Exchange queries.


• Peripheral support (printers, webcams, headsets, docking stations)


• Cisco VPN, Wi-Fi, and endpoint security tools like Proof Point 

What You Will Need

• Experience: Prior work in US IT/Tech Support environments


• Technical Skills: Familiarity with Microsoft 365, Windows OS, Active Directory, Intune/Endpoint Manager, MS Exchange, Cisco VPN, and endpoint security tools.


• Ability to troubleshoot hardware and peripheral issues effectively.


• Soft Skills: Strong communication (verbal and written), Customer-first mindset with empathy and patience.


• Process adherence — following SOPs, approval processes, and documenting troubleshooting steps clearly.


• Ability to support incident management (IM) for outages, including proper notes and templates for P1/P2 criteria.

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter