IT Helpdesk Support Level 1 (Nighshift - WFH)

Title: Helpdesk Support Engineer/Technical Support Engineer L1

Department: Technology Operations

Reporting to: IT Manager

Employment Type: Full â Time

Cloud Console is a leading provider of innovative IT consulting services and top- IT infrastructure solutions. With a commitment to excellence and a focus on delivering cutting-edge technology to our clients, we empower businesses to thrive in the digital age, where 24/7 operations are crucial.

Helpdesk Support Engineer/Technical Support Engineer L1

Responsibilities

• Provide technical assistance to client end-users, ensuring prompt resolution of issues.
• Troubleshoot customer workstation issues, diagnosing and addressing technical problems efficiently.
• Proactively monitor and report on client environments, identifying potential issues and implementing preventive measures.
• Collaborate with Senior Engineers, Team Leads, and Project Managers to troubleshoot client issues as they arise.
• Coordinate with the engineering team and project managers to ensure timely project completion.
• Maintain accurate time logs with detailed notes and ensure dependable attendance in the call queue.
• Communicate proactively with team members and leaders regarding daily schedules and task assignments.
• Execute and deliver software patching, backups, alerts, antivirus updates, hardware monitoring, and software installations.
• Assist with special projects as required by the organization.
  
  

Qualifications

• Excellent command of the English language, both written and verbal.
• Bachelor's degree in Information Technology, Computer Science, or related field.
• With at least 6 months to 2 years of relevant experience in technical support.
• Confidence and comfort in dealing with senior-level clients from Local and Global (AU and UK).
• Experience in supporting small/medium-sized businesses and Microsoft 365.
• Good knowledge of Mac, Microsoft Windows, Windows Server, and Networking.
• Proficiency in Hardware & Software troubleshooting, Networking, and Active Directory.
• Familiarity with structured cabling is advantageous.
• Proficient in taking calls and managing ticketing systems, capable of handling up to 5 calls and 10 to 15 tickets daily.
• Skilled in Onboarding and Offboarding users, managing Active Directory, access control, and Microsoft 365 integration.
  
  

Other Requirements

• Reliable internet connection with a minimum speed of 10MBPS.
• Excellent verbal and written communication skills.
  
  

What We Offer

• Competitive salary package.
• HMO, leave cash conversion, and communication allowance.
• Positive work environment fostering involvement.
• Innovative technological products.
• Young, professional, goal-driven team.
• Opportunities for rapid career growth.
• Company-sponsored training, upskilling, and certification.
• Equipment provided.
• Flexible work schedule