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Help Desk Lead
Not specifiedFull-timeIT SupportIT Services
An international technology company specializing in IT services is hiring a Help Desk Lead for a hands-on role providing technical support to end users. The position covers software, hardware, networking, endpoint systems, user administration, and service-level monitoring.
Responsibilities
- Provide hands-on technical support to end users
- Troubleshoot and resolve software, hardware, network, and systems issues
- Provide Tier 2–3 support for advanced technical systems
- Administer users and permissions in Active Directory and Microsoft 365
- Configure and support endpoints, printers, and scanners
- Provide remote technical assistance
- Monitor service response and resolution times against SLA requirements
- Document incidents, solutions, and procedures in the knowledge base
- Support continuous improvement of user support processes and experience
Requirements
- At least 2–3 years of Help Desk experience
- Technical support experience across software, hardware, networks, and diverse computing systems
- Experience administering users and permissions in Active Directory and Microsoft 365
- Experience configuring and supporting workstations, printers, and scanners
- Knowledge of remote support tools and methods
- Knowledge of networking and communication protocols, including VPN, DNS, and DHCP
- Technical English reading and writing skills
- Strong organization, service orientation, patience, and interpersonal skills
- Ability to work independently and collaboratively in a dynamic, multitasking environment
Nice to have
- Junior systems administration experience or the ability to learn system administration responsibilities
- Relevant professional certifications
- Strong knowledge of advanced technical systems and Tier 2–3 end-user support