Tech Help Engineer

As a Tech Help Engineer - Level 2, you will be the face of Technology to our internal users. You will be their main point of contact for all their IT needs. From answering technical questions to prioritising and troubleshooting issues, you are the system expert who can help them with anything and everything.

What We Offer

• Competitive salary and performance-based bonus scheme
• Flexible working hours with a hybrid model
• Opportunities to learn, grow, and collaborate with global teams
• Clear career progression pathways
• Inclusive, encouraging, and dynamic work culture
  
  

What You’ll Do

• Serve as the initial point of contact, managing all issues and requests reported to the Service Desk via multiple channels.
• Assume responsibility for technical issues, gathering all necessary information and documenting details in the Service management system.
• Investigate and resolve first-line issues.
• Fulfill user access requests, including account creations, removals, and access amendments.
• Advance more technical issues to the appropriate support teams.
• Manage and communicate priority incidents as part of the incident management process.
• Participate in the on-call rota for out-of-hours support.
• Provide deskside support, build corporate-specific laptops, and offer provisioning and de-provisioning services.
• Analyze and optimize our current workstation management environment.
• Manage user devices in our Intune environment.
• Build, manage, and update workstation configurations.
• Manage and build new GPOs/GPPs and policies in our Active Directory and Intune environments.
• Manage application deployments and updates.
• Document processes, structure, and configurations.
• Mentor junior team members.
• Drive continuous service improvement initiatives.
• Optimize and drive cost-saving initiatives across multiple brands.
  
  

What we are looking for:

Technical Expertise

• Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
• Strong troubleshooting and customer service skills.
• Install, configure, and troubleshoot hardware and software on end-user devices.
• Diligent with strong process documentation skills.
• Experience in user access management.
• Capacity to perform effectively under pressure and assume responsibility for tasks and challenges.
• Proficiency in Active Directory, Office 365 Admin Centres, and G-Suite administration.
• Provide end-user support for mobile devices across multiple platforms.
• Maintain confidentiality regarding network information.
• Experience with various operating systems, including Windows, macOS, Linux, iOS, and Android.
• Knowledge of basic networking (TCP/IP, DNS, DHCP).
• Familiarity with Teams, Slack, SharePoint, OneDrive, and Office 365 Applications.
• Basic troubleshooting knowledge for malware, viruses, phishing, and other security threats.
  
  

Communication

• Strong verbal, written, and e-mail communication skills.
• Ability to engage with collaborators, customers, partners, and team members.
• Experience working with international collaborators is an added advantage.