IT Helpdesk Engineer - Endpoint Support

As an IT Helpdesk Engineer specializing in endpoint support, you will play a crucial role in ensuring the smooth operation of the organization's IT infrastructure. Your primary responsibility will be to provide technical assistance and support to end-users, resolving issues related to endpoint devices such as desktops, laptops, printers, scanners, and mobile devices. This role requires a strong technical background, excellent communication skills, and the ability to work efficiently in a fast-paced environment.

Endpoint Support:

• Diagnose and resolve hardware and software issues on desktops, laptops, printers and mobile devices.
• Install, configure, and maintain endpoint devices and peripherals.
• Ensure proper functionality of operating systems and applications on endpoints.

Technical Troubleshooting:

• Respond to user-reported issues and troubleshoot problems remotely or on-site.
• Identify and resolve connectivity, network, and system-related issues.
• Collaborate with other IT teams to escalate and resolve complex technical problems.

User Assistance:

• Provide timely and effective technical support to end-users onsite, via phone, email, or remote assistance tools.
• Educate users on best practices for software and hardware usage.
• Create and maintain user documentation for common issues and resolutions.

Incident Management:

• Document all support interactions, including details of issues and solutions provided.
• Prioritize and manage service requests and incidents based on severity and impact.
• Escalate unresolved issues to higher-level support or relevant teams/Vendors.

Endpoint Security:

• Implement and enforce security protocols for endpoint devices.
• Collaborate with the security team to ensure compliance with security policies and procedures.
• Stay updated on the latest security threats and implement measures to protect endpoints.

Software Updates and Patch Management:

• Coordinate and execute software updates and patches on endpoint devices.
• Ensure all endpoint systems are up-to-date with the latest security and feature updates.

Qualifications and Skills:

• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience in IT support, with a focus on endpoint devices.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common business applications.
• Familiarity with endpoint security solutions and best practices.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Relevant certifications (e.g., Hardware/Networking, Microsoft Certified Desktop Support Technician) are a plus.