Helpdesk Support Technician

Responsibilities:

• Technical Support:
• Provide timely and effective technical support to users via phone, email, and in-person.
• Troubleshoot and resolve hardware and software issues, including desktop computers, laptops, printers, and mobile devices.
• Assist with account creation, password resets, and other user access requests.
• Document and track all support incidents in a ticketing system (e.g., Zendesk, ServiceNow, Jira).
• Active Directory and Group Policy:
• Manage user accounts, groups, and permissions within Active Directory.
• Create and maintain Group Policy Objects (GPOs) to enforce security settings and software installations.
• Troubleshoot Active Directory and Group Policy related issues.
• Ticketing System:
• Efficiently manage and prioritize support tickets within the assigned ticketing system.
• Accurately document incident details, resolution steps, and knowledge base articles.
• Adhere to established SLAs and KPIs for ticket resolution.

Qualifications:

Minimum 3+ years of experience as a Systems Engineer or related role.

Proven experience with VMware vSphere, including vCenter Server and ESXi hosts.

Strong understanding of Active Directory concepts and administration.

Experience with scripting languages (PowerShell, Python) a plus.

Relevant industry certifications (VMware VCP, Microsoft MCSA) a plus.

Excellent troubleshooting and problem-solving skills.

Ability to work independently and as part of a team.

Strong communication and interpersonal skills.