We are looking for an experienced Helpdesk Engineer to lead first and second-level IT support, mentor junior team members, and ensure efficient resolution of technical issues across the organization. The ideal candidate will bring strong troubleshooting skills and the ability to handle escalations independently.

Handle and resolve Level 1 and Level 2 IT support tickets across hardware, software, and network issues Act as an escalation point for junior helpdesk staff on complex or recurring issues Manage user account administration — Active Directory, email (O365/Exchange), VPN, and application access Troubleshoot advanced desktop, laptop, printer, and peripheral issues, including OS-level problems Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi, VPN) in coordination with network teams Configure, deploy, and maintain software packages, patches, and system updates across the organization Manage and coordinate new employee onboarding/offboarding IT processes end-to-end Maintain and improve helpdesk documentation, knowledge base articles, and SOPs Monitor ticket queues, ensure SLA compliance, and drive down average resolution time Support audits related to IT assets, licenses, and security compliance Coordinate with vendors for hardware/software procurement and repairs Provide training and guidance to junior helpdesk engineers Identify recurring issues and recommend process/system improvements Assist with basic server support tasks (backups, monitoring) if applicable

2–6 years of experience in a helpdesk/IT support or technical support role Bachelor's degree in IT, Computer Science, or related field Strong hands-on experience with Windows OS, Active Directory, and O365/Exchange administration Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting) Experience with ticketing systems (ServiceNow, Freshservice, Zendesk, etc.) and SLA management Familiarity with remote support tools (AnyDesk, TeamViewer, SCCM, Intune, etc.) Basic scripting/automation knowledge (PowerShell) is a plus Experience mentoring or guiding junior support staff Strong communication, documentation, and stakeholder management skills Certifications like CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications (MD-100/101) preferred