Helpdesk Engineer

Job Description

Key Requirements

• At least 10 years of experience working in a Managed Service Provider (MSP) or Cloud Service Provider (CSP) environment.
• Strong experience in IT escalations, technical troubleshooting, and resolving complex hardware, software, and networking issues.
• Advanced knowledge of Windows Server, Windows networking, firewalls, and network infrastructure.
• Experience with Office 365 administration, hypervisors, PowerShell scripting, and database management systems.
• Ability to manage escalated service tickets, support security incident response, and ensure compliance with technical standards.
• Experience collaborating with technical teams, management, vendors, and clients to resolve issues and improve service delivery.

Key Responsibilities

• Resolve complex technical issues and manage escalated service tickets while providing clear updates and recommended solutions.
• Ensure compliance with standard operating procedures, technical documentation, and established service delivery standards.
• Collaborate with internal teams, vendors, and clients to implement technical solutions and improve service quality.
• Participate in security incident response activities and ensure compliance with applicable regulatory requirements.
• Identify opportunities to improve processes, reduce risks, and enhance customer satisfaction.
• Provide technical guidance, constructive feedback, and support to junior technicians where required.
• Participate in technical strategy discussions, consulting meetings, and special projects.

Key Skills

• Advanced troubleshooting, analytical thinking, and problem-solving skills.
• Strong knowledge of Windows networking, firewalls, switches, and server administration.
• Excellent written and verbal communication skills for both technical and non-technical audiences.
• Strong organisational skills, attention to detail, and adherence to processes.
• Ability to manage multiple priorities and resolve issues efficiently.
• High levels of integrity, accountability, and professionalism.
• Strong customer service and relationship management skills.
• Ability to mentor, guide, and provide constructive feedback to technical team members.

Qualifications

• Relevant IT certifications such as CompTIA A+, Security+, CCNA, or Network+; higher-level certifications are preferred.
• Extensive experience with Windows operating systems and Windows Server 2016, 2019, and 2022.
• Experience with Office 365 administration, hypervisors, and basic Citrix environments.
• Knowledge of Layer 2 and Layer 3 switches and advanced firewall platforms such as WatchGuard, Sophos, or Cisco.
• Strong understanding of DNS, DHCP, domains and trusts, Group Policies, permissions, and User Account Control (UAC).
• Intermediate knowledge of PowerShell scripting and database management systems such as Oracle, Microsoft SQL, or PostgreSQL.
• A bachelor’s degree or equivalent in Information Technology, Science, Engineering, or a related field is advantageous.
• ITIL Foundation certification, SQL experience, and familiarity with tools such as ConnectWise Automate or Manage are advantageous.