IT HelpDesk Support Engineer

About the role

Syffer is seeking an IT HelpDesk Support Engineer to provide first- and second-level assistance to end-users on-site. The role involves handling incidents, service requests and changes while ensuring Windows client environments run smoothly and securely.

Key responsibilities

• Deliver first and second level support for daily business operations and exercise/operations preparation.
• Manage incidents, fulfilment requests and changes using the ITSM ticketing system, adhering to SLA targets.
• Troubleshoot and resolve hardware, software and network issues on Windows 10/11 workstations.
• Perform password resets, account unlocks and access-permission adjustments.
• Install, configure and maintain Windows operating systems and applications via SCCM.
• Administer Active Directory accounts, group policies and access controls.
• Deploy patches, security updates and antivirus definitions; monitor system performance.
• Maintain inventory of hardware and software assets and support peripheral devices such as printers, scanners and mobile devices.
• Provide support for VTC systems and assist with network connectivity issues.
• Document SOPs, troubleshooting guides and provide regular status reports.

Required profile

• Minimum 3–5 years of experience in desktop or help-desk support.
• Strong customer-service orientation with the ability to communicate technical concepts clearly.
• Experience working on-site within an IT support organization.

Required skills

• Windows 10 and Windows 11 operating systems.
• Microsoft SCCM for deployment and configuration.
• Active Directory and Group Policy management.
• ITSM ticketing systems.
• Patch management and antivirus solutions.
• Hardware peripheral support (printers, scanners, mobile devices).
• VTC (video-teleconference) system support.
• Network troubleshooting and connectivity diagnostics.