Helpdesk Technician

The Helpdesk Technician will provide technical support to clients via phone, email, web, chat, and other support channels as required. This role is responsible for troubleshooting technical issues, delivering exceptional customer service, documenting resolutions, ensuring timely ticket management, and collaborating with internal teams.

• Provide exceptional customer service to ensure a positive client experience.
  
• Take ownership of customer -reported issues and manage them through to resolution.
  
• Research, diagnose, troubleshoot, and resolve hardware, software, and network -related issues.
  
• Complete technical workshop tasks and other assigned IT support activities.
  
• Escalate unresolved technical issues following established support procedures.
  
• Provide timely and accurate updates to customers regarding their support requests.
  
• Ensure all support tickets are accurately documented, updated, and closed within service standards.
  
• Create and maintain technical documentation, knowledge base articles, and support notes.
  
• Assist with general IT support functions and other technical duties as required.
  
• Collaborate with both technical and non -technical team members to deliver effective IT solutions.
  

Requirements

We’re looking for Someone Who has: 

• Minimum two (2) years of experience in an IT Support or Helpdesk environment.
  
• Demonstrated experience supporting computer systems, end -user devices, and communications networks.
  
• Strong understanding of computer hardware, software, and end -user computing principles.
  
• Knowledge of IP networking, including DHCP, DNS, and general networking concepts.
  
• Knowledge of Windows Desktop and Windows Server environments, including current and previous versions.
  
• Experience with malicious software detection and removal.
  
• Experience supporting tablets and mobile devices.
  
• Knowledge of Apple macOS is an advantage.
  
• Knowledge of VoIP technologies is an advantage.
  
• Ability to work independently while effectively managing multiple priorities.
  
• Ability to remain professional and composed in a fast -paced support environment.
  

• Experience configuring and administering Microsoft 365.
  
• Experience administering Microsoft Server products, including Active Directory.
  
• Experience with Microsoft Office Suite (current and previous versions).
  
• Experience with virtualization technologies such as Hyper -V.
  
• Experience with Group Policy administration.
  

• Certificate IV or higher in Information Technology, Information Technology Networking, Information Technology Support, Computer Systems Technology, or an equivalent qualification
  
• Excellent written and verbal English communication skills.
  
• Strong analytical, troubleshooting, and problem -solving abilities.
  
• Excellent time management and organizational skills with the ability to manage multiple priorities.
  
• Ability to work collaboratively with both technical and non -technical stakeholders.
  
• Ability to work with minimal supervision while maintaining a high level of professionalism.
  
• Industry certifications (e.g., Microsoft, CompTIA, Cisco) are highly desirable.
  

Benefits