Job Scope:

As a Help Desk Technician, you will be the first line of IT support, assisting users with troubleshooting software, hardware, and network-related issues in a fast-paced call center environment. You will handle inbound technical queries, resolve issues efficiently, escalate where necessary, and maintain service quality standards.

Qualifications:

• IT-related qualification preferred (e.g., Diploma in IT, Computer Science).

• Minimum 1-2 years of IT helpdesk experience, preferably in a call center environment.

• CompTIA A+ certification (or equivalent) is a must.

• CompTIA N+ or ITIL Foundation certification is an advantage.

• Proficiency in Windows/macOS troubleshooting and basic networking knowledge (IP, DNS, DHCP, VPN).

• Experience with remote support tools (TeamViewer, AnyDesk, RDP).

• Familiarity with ticketing systems (e.g., Freshdesk, ServiceNow, JIRA).

• Knowledge of Active Directory user management.

• Excellent communication skills – ability to explain technical concepts to non-technical users.

• Strong problem-solving skills and ability to work under pressure in a high-volume support environment.

• Must be able to work rotational shifts in a 24/7 call center environment.

• English Fluency is a Must.

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