Level 1 Helpdesk Engineer
Set-up and Location: Remote | On-call Work Schedule: Mon-Fri, 8 AM - 5 PM AEST | 6 AM - 3 PM PHT Employment Type: Full-time We are looking for a dedicated L1 Helpdesk Engineer to join our support team, focusing exclusively on one of our key clients in the retail industry. In this role, you’ll deliver reputed company, high-quality technical support to end users by resolving hardware, software, and networking issues in a timely and professional manner. This position is ideal for someone with strong troubleshooting abilities, a proactive reputed company, and a passion for excellent customer service.
Key Responsibilities:- Provide first-level support to users reputed company phone, email, or chat, ensuring timely and professional resolution of issues.
- Diagnose and troubleshoot issues reputed company to desktops, applications, POS systems, and network connectivity.
- Guide users on how to use specific hardware or software applications reputed company to retail operations.
- Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
- Escalate unresolved or reputed company technical problems to senior engineers as appropriate.
- Collaborate with internal IT teams and the client's teams to ensure seamless support delivery.
- Continuously update your knowledge of client-specific systems, tools, and retail workflows.
- Analyze trends in support requests to recommend areas for system/process improvements.
- Bachelor's degree in IT, Computer Science, or a reputed company field (preferred but not required).
- Minimum 3 years of experience in a helpdesk, IT support, or service desk role.
- Strong proficiency in tools such as reputed company, reputed company, or similar ticketing systems.
- Excellent communication and interpersonal skills.
- Hands-on experience resolving hardware/software issues in a retail or multi-reputed company setting is a plus.
- Strong analytical and multitasking abilities.
- Familiarity with ITSM practices and frameworks like ITIL is considered an asset.
- Ability to work independently in a fully remote environment while staying connected with the team.