IT Helpdesk Support Agent

• Working with the Helpdesk Team Leader and process owners, to provide help desk support for deployment and maintenance of users, laptops, desktop PCs, servers, printers, as well as hardware, software, and peripheral support.
• Support operations and maintain the customers network, systems, and overall IT infrastructure.
• Provide high quality support to our customers across several site locations.
• Work with vendors, partners, stakeholders, and users to resolve issues.
• Manage user accounts, email accounts, and security groups to uphold data integrity and security.
• Perform hardware/software installations in accordance with company policies and deadlines.
• Manage own ticket queue and meet SLAs.
• Documentation of IT operational processes.

• A minimum of 1 years’ experience / proven high quality, helpdesk support.
• Proven attention to detail and task completion.
• Excellent organisational skills, managing multiple tasks simultaneously.
• An understanding or familiarity of business processes and systems.
• Experience with:

• Microsoft Operating Systems
• Microsoft Applications,
• Active Directory user management, Group Policy, DNS, DHCP.
• Anti-Virus/spyware/malware applications
• TCP/IP, DNS, VPN, Firewalls, and switches
• Ethernet and Wi-Fi networks
• Microsoft Office 365 administrator & user management tasks.
• Strong communication skills (including relationship building).
• Excellent documentation skills.
• Hands-on experience in troubleshooting and maintaining, of laptops, desktops, network equipment, printers, scanners, etc.

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