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Help Desk Engineer

1 week ago

Johannesburg, Gauteng, South Africa HCLTech Full time

The Help Desk Engineer will be responsible for providing technical support to end-users and ensuring their IT needs are met.

About the Position

This role involves resolving technical issues and improving the overall user experience.

Key Responsibilities
  • Resolve technical issues efficiently and effectively.
  • Develop and maintain relationships with clients to ensure their IT requirements are met.
  • Maintain accurate records of all support interactions and incidents.
  • Collaborate with internal teams to ensure seamless delivery of services.
  • Stay up-to-date with industry trends and advancements in technology.
  • Ensure high levels of customer satisfaction through proactive issue resolution and clear communication.
  • Log all calls on the call logging system and maintain full documentation of 2nd line support.
Requirements
  • English language proficiency.
  • Relevant experience in 2nd line Remote Desktop support.
  • Strong knowledge of Microsoft-based operating systems and Windows desktop technologies.
  • Experience using and troubleshooting Microsoft Office applications.
  • Basic understanding of PC hardware setup and application configuration.
  • Excellent communication and interpersonal skills.
  • MCP certification preferred.
  • Familiarity with Active Directory.