Executive - Technology Infrastructure

Job Summary

We are seeking a proactive and technically skilled IT Helpdesk / Desktop Support Engineer with 3+ years of experience in providing end-user support, troubleshooting hardware and software issues, and maintaining basic network infrastructure. The ideal candidate will be responsible for ensuring smooth IT operations, resolving technical issues promptly, and delivering excellent user support across the organization.

Key Responsibilities

• Provide first and second-level technical support for hardware, software, and network-related issues.
• Install, configure, and maintain desktop systems, laptops, printers, and peripheral devices.
• Troubleshoot and resolve operating system, application, and connectivity issues.
• Support Windows OS, Microsoft Office, email clients, and enterprise applications.
• Assist users with password resets, account access, and system configurations.
• Diagnose and resolve network connectivity issues including LAN/Wi-Fi troubleshooting.
• Perform system upgrades, patches, and routine maintenance to ensure system reliability.
• Log and track support requests using IT ticketing systems and ensure timely resolution.
• Coordinate with internal IT teams or vendors for complex technical issues.
• Maintain IT documentation, asset records, and troubleshooting guides.
• Ensure compliance with IT security policies and data protection standards.

Required Skills & Competencies

• Strong knowledge of IT Helpdesk operations and desktop support troubleshooting.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, LAN/WAN, VPN).
• Experience supporting Windows-based environments and common business applications.
• Familiarity with Active Directory user management and system administration.
• Experience using IT service management or ticketing tools.
• Good analytical, problem-solving, and communication skills.
• Ability to work effectively in a fast-paced support environment.

Qualifications

• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
• 3+ years of experience in IT Helpdesk, Desktop Support, or Technical Support roles.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent are an advantage.
• Experience supporting remote users and hybrid work environments.
• Basic understanding of IT security practices and endpoint protection tools.

Key Performance Indicators (KPIs)

• Ticket resolution time
• First-call resolution rate
• User satisfaction scores
• System uptime and reliability