Resident Engineer-IT Helpdesk Support

Job Description

Infotech seeks a dedicated Resident Engineer-IT Helpdesk Support to join its dynamic team and provide exceptional technical assistance to end users. This role involves hands-on troubleshooting of computer hardware and software issues, managing incident tickets, and ensuring seamless operation of IT systems within the organization. The successful candidate will leverage strong analytical skills and a customer-focused approach to deliver quality IT support while managing a team of six professionals. This position requires a solid understanding of Windows operating systems, hardware diagnostics, and network troubleshooting, along with proficiency in Microsoft 365 and basic Azure concepts. The Resident Engineer will actively support daily IT operations by resolving technical issues related to desktops, laptops, and servers. Collaborating closely with both internal teams and end users, this role demands effective communication and documentation skills to maintain accurate records and reports on incidents and resolutions. The position also emphasizes independent problem-solving and team coordination, ensuring that the IT helpdesk functions efficiently to minimize downtime and maintain user satisfaction. Candidates are expected to hold a bachelors degree in a relevant field, possess strong technical certifications, and bring a minimum of one year of hands-on IT support experience.
Responsibilities
 

• Provide first-level technical support for hardware, software, and network-related incidents to ensure quick resolution and minimal disruption.
• Manage and prioritize incident tickets using ticketing systems, tracking progress from initiation through to closure.
• Conduct hardware diagnostics and use debugging tools to identify and resolve issues in desktops, laptops, and servers effectively.
• Install, configure, and update software applications including operating systems and productivity tools such as Microsoft 365.
• Troubleshoot network connectivity issues and perform basic network diagnostics to maintain reliable IT infrastructure.
• Document technical procedures, troubleshooting steps, and incident resolutions clearly in reports and knowledge bases.
• Collaborate with other IT departments to escalate complex issues and support integration across systems.
• Lead and supervise a team of six IT helpdesk professionals, providing guidance, training, and performance feedback to enhance team productivity.
• Maintain awareness of emerging IT trends and technologies to recommend improvements and upgrades to the support environment.
• Ensure compliance with company policies and standards regarding IT security and operational protocols.
• Communicate effectively with end users to understand issues, provide instructions, and deliver excellent customer service.
• Maintain system diagnostics and perform routine checks on IT equipment to prevent potential failures.