Entry Level Helpdesk / Service Desk Engineer

About the role

This entry‑level position provides first‑line IT support to internal users, ensuring timely and professional resolution of technical issues across desktop, network and voice services.

Key responsibilities

• Answer user service requests via phone, voicemail, email or fax and provide prompt assistance.
• Diagnose, troubleshoot and resolve incidents related to Windows desktops, LAN, WAN, voice services and mobile devices.
• Track incidents and deliver first‑ and second‑level resolutions, escalating when necessary.
• Administer user accounts in Active Directory, handling activations, changes and terminations.
• Maintain accurate records of support activities and follow up to ensure user satisfaction.

Required profile

• Minimum Nitec qualification in any discipline.
• Entry‑level candidate with a willingness to learn on the job (OJT provided).
• Strong communication skills and a customer‑focused attitude.

Required skills

• Proficiency with Windows operating systems.
• Active Directory account administration.
• Microsoft Outlook configuration and support.
• Mobile device troubleshooting and support.
• Basic knowledge of LAN, WAN and voice service technologies.
• Desktop hardware and software troubleshooting.