IT Helpdesk Engineer

The IT Helpdesk Engineer serves as the first point of contact for IT support within the organisation, providing technical assistance to users by troubleshooting hardware, software, and network issues. This role ensures the timely resolution of technical problems, manages service requests, and helps maintain a high level of user satisfaction through effective communication and problem-solving.

Location: United States

Responsibilities

• Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries.
• Evaluate and categorise incoming support requests, prioritising them based on urgency and impact on business operations.
• Diagnose and troubleshoot hardware and software issues, guiding users through problem-solving steps and escalating complex problems when necessary.
• Assist users with software installations, updates, and configurations, including common applications and company-specific software.
• Provide guidance and troubleshooting for hardware components such as computers, printers, scanners, and peripherals.
• Handle password reset requests, account unlocking, and user access management as per security protocols.
• Maintain detailed records of support requests, resolutions, and user interactions for reference and reporting.
• Contribute to the development and maintenance of a knowledge base with FAQs, troubleshooting guides, and user resources.
• Utilise remote desktop tools to access and resolve issues on users' computers when on-site support is not feasible.
• Offer basic training to help users become more proficient in using IT resources and software.
• Escalate complex issues to higher-level IT support or specialised teams and ensure prompt resolution.
• Follow incident management procedures to handle critical IT incidents and minimise downtime.
• Provide friendly and professional customer service, ensuring users feel supported and valued.
• Assist with tracking and managing IT assets, including hardware inventory and software licenses.
• Gather user feedback and suggestions to improve IT services and support processes.
• Educate users about security best practices and report any security incidents or breaches.
• Adhere to shift schedules, ensuring coverage during business hours and, in some cases, providing after-hours support.

Requirements

• Strong knowledge of computer hardware, operating systems (both Windows and macOS required), and common software applications.
• Ability to diagnose and resolve a wide range of technical issues effectively and efficiently.
• Excellent customer service and interpersonal skills, including patience, empathy, and active listening.
• Clear and concise verbal and written communication skills for explaining technical concepts to non-technical users.
• Strong problem-solving abilities to analyse issues, identify root causes, and implement solutions.
• Ability to adapt to new technologies, software, and support processes in a dynamic IT environment.
• Proficiency in using remote support tools to assist users with technical issues remotely.
• Thorough documentation skills to maintain accurate records of support requests and resolutions.
• Effective prioritisation skills to handle multiple support requests and incidents simultaneously.
• Collaboration skills to work closely with other IT professionals and departments when necessary.
• Efficient time management skills to meet response and resolution timeframes.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
• Basic understanding of cybersecurity principles and the ability to educate users about security risks.
• Capability to provide basic training to users on IT tools and resources.
• Empathetic approach to understanding user frustrations and concerns while providing support.
• Skill in receiving and incorporating user feedback for continuous improvement of IT services.
• Ability to handle multiple support requests and switch between tasks efficiently.
• Capacity to work well under pressure, especially during critical incidents or high-demand periods.
• Willingness to stay updated with the latest technologies and IT trends to provide up-to-date support.
• Awareness and respect for cultural differences when interacting with users in a diverse environment.
• Experience working with MDM solutions (Intune, Jamf).
• Collaboration with DevOps, Security, Monitoring, DBA teams on common tasks and projects.
• Experience working with collaboration tools (Slack, Google Workspace, Jira, Confluence).
• Basic understanding of financial processes and terminology relevant to the fintech industry.

Benefits

• Make a Global Impact: Directly impact millions of users worldwide
• Accelerate Your Career: Benefit from internal mobility, mentoring programs, and continuous learning opportunities
• Thrive in a Connected, Global Organisation: Collaborate with colleagues across our international hubs and more
• Embrace a Principle-Driven & Focused Culture: Work in an organisation guided by strong principles and values that help you achieve more than you thought possible
• Enjoy Competitive Compensation and Benefits: Receive a competitive salary, benefits, and flexible work arrangements