IT Help Desk Engineer

About the role

R A Consulting Services is looking for a highly motivated, customer-focused IT Help Desk Engineer to join its technical support team. The engineer is the first point of contact for end-users facing technical issues and provides support for hardware, software and network problems. The role requires strong troubleshooting skills, excellent communication and a good understanding of IT systems.

Key responsibilities

• Provide first-level technical support to end-users by phone, email or chat.
• Diagnose and resolve hardware, software and network issues promptly.
• Help install, configure and maintain IT hardware and software.
• Track, log and escalate support requests through a ticketing system.
• Guide users through troubleshooting steps to fix issues remotely.
• Work with other IT staff to solve complex problems or escalate when needed.
• Maintain detailed documentation of issues and solutions.
• Train users on basic IT processes and software use.
• Keep IT systems up to date, perform routine maintenance and help with software updates.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field, or equivalent experience.
• Proven experience in a help desk or technical support role.
• Familiarity with network troubleshooting, printers and mobile devices.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.