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Helpdesk Engineer
Location
South Africa
Posted
15 days ago
Salary
0
Seniority
Mid Level
Job Description
Helpdesk Engineer
Pty
Role Description The Helpdesk Engineer is responsible for delivering advanced remote technical support across office automation, networking, and end-user environments. This role requires strong troubleshooting capability, ownership of incidents end-to-end, and proactive system monitoring to ensure SLA compliance and high customer satisfaction. Qualifications - Strong troubleshooting and analytical skills - Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) - Experience with Microsoft environments and cloud platforms - Knowledge of office automation systems and print environments - Ability to work independently in a remote environment - Strong communication and customer service skills - Effective time management and prioritisation Requirements - Incident Management - Technical Support & Troubleshooting - Provide advanced remote troubleshooting across: - Office automation devices (MFPs, printers, copiers, scanners) - Network printing and scanning environments - TCP/IP networking (DNS, DHCP, IP conflicts, routing basics) - LAN and Wi-Fi connectivity issues - Microsoft environments (Windows OS, Microsoft 365, Exchange Online) - Basic server-side and cloud services - Perform remote device configuration, diagnostics, and firmware updates - Support print queues, drivers, scan-to-email, and scan-to-folder configurations - Conduct basic firewall and routing diagnostics - Monitoring & Proactive Support - Ticket & SLA Management - Problem Management & Continuous Improvement - Customer Communication Documentation Benefits - Key Performance Indicators (KPIs) - First Time Fix (FTF) Rate - SLA compliance (response and resolution times) - Ticket backlog and ageing - Customer satisfaction (CSAT) scores
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