IT Helpdesk Engineer

Job Summary: We are seeking a proactive and customer-centric IT Helpdesk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance. Key Responsibilities • Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications • Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity • Manage incident and service request tickets via ITSM tools with full documentation • Perform user account administration in Active Directory and Azure AD • Support onboarding, offboarding, and asset deployment activities • Escalate complex technical issues to infrastructure and application teams • Maintain strong communication with users on ticket status and resolution progress • Ensure compliance with security, audit, and operational procedures • Participate in shift rotation and standby support when required Required Technical Skills • Strong troubleshooting experience in Windows 10 and 11 environments • Hands-on exposure to Microsoft 365, Outlook, Teams, and OneDrive • Basic network knowledge including LAN, WAN, DNS, and VPN • Familiarity with ITSM platforms such as ServiceNow, Remedy, or equivalent • Basic knowledge of Active Directory and endpoint management tools • Experience supporting hardware, printers, and mobile devices Qualifications and Experience • Diploma or Degree in Information Technology or related discipline • Minimum 1 to 3 years of service desk or IT support experience • Fresh graduates with strong technical aptitude are welcome to apply Core Competencies • Strong customer service and communication skills • High sense of ownership and accountability • Ability to thrive in fast-paced support environments • Structured problem solving and documentation discipline • Team-oriented with strong learning agility Please send your detailed resume in MS Word format to resume@goldtecHRs.com with • Education Level • Working experiences • Each employment background • Reason for leaving each employment • Last drawn salary • Expected salary • Date of availability