IT Helpdesk Support Level 1 (Nighshift - WFH)

CloudConsole IT Consulting


Date: 12 hours ago
City: Remote
Contract type: Full time
Remote
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

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