• Build a strong understanding of Clutch’s business, platform, customers, and support workflows • Partner with a buddy to learn how we investigate and troubleshoot issues, handle escalations and incidents, and communicate clearly with customers • Begin picking up tickets independently, owning investigations end to end, and knowing when to ask for help to move things forward efficiently • Independently manage your ticket queue, handling a broad range of support requests, including escalations, incident collaboration, monitoring alerts, and more complex investigations • Use operational metrics to understand your performance and deliverables, and to align your work with team-level north-star KPIs • Navigate escalation paths with confidence, raising issues with the appropriate teams and stakeholders when needed • Contribute to shared knowledge by documenting known issues and learnings as knowledge base articles, feature requests, or bug reports • Share your expertise with the team through knowledge sharing and, when applicable, by supporting the onboarding of new team members • Actively work toward a senior scope by partnering with your manager on a growth plan and taking on increasingly complex technical and operational challenges • Proactively surface and drive improvements, whether in processes, tooling, or product, contributing to the evolution of Support Engineering beyond individual ticket resolution

• Act as a technical escalation point for hub IT analysts. • Diagnose and resolve incidents across: End-user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications • Manage ticket queues and ensure SLAs are met • Support incident resolution and root cause analysis • Work closely with offshore/remote teams to coordinate fixes • Maintain accurate documentation and knowledge base articles • Identify repeat issues and suggest improvements

• Provide first-line technical support by handling customer requests • Perform initial issue analysis • Support the day-to-day operations of the platform • Collaborate with related departments to ensure stable system performance and efficient resolution of technical cases • Process, classify, and perform initial analysis of incoming requests in Jira Service Desk • Provide first-line operational support for project systems and configurations • Use GitLab to review and make basic updates to configuration files • Collaborate with cross-functional teams (Product, Development, QA, Risk) to resolve incidents • Maintain accurate ticket updates and documentation • Prioritize tasks in accordance with requirements and business risk level

Role Description We are looking for a proactive and customer-focused Help Desk Engineer with 2–5 years of experience to join our IT support team. The ideal candidate will be responsible for providing first-level technical support, resolving hardware and software issues, and ensuring a seamless technology experience for end users. You will act as the first point of contact for technical incidents, troubleshoot problems efficiently, and escalate complex issues when required. - Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems. - Provide prompt and effective help desk support by diagnosing and resolving hardware, software, operating system, and network-related issues. - Log, prioritize, track, and update incidents and service requests using IT service management (ITSM) tools. - Install, configure, and maintain desktops, laptops, printers, scanners, and other IT peripherals. - Troubleshoot issues related to Windows operating systems, Microsoft Office applications, email clients, and business software. - Assist users with password resets, account management, access permissions, and basic security-related requests. - Perform system installations, software upgrades, and routine maintenance activities. - Escalate unresolved technical issues to higher-level support teams while maintaining ownership until resolution. - Create and maintain technical documentation, troubleshooting guides, and knowledge base articles. - Monitor recurring issues and recommend process improvements to enhance support efficiency. - Support onboarding and offboarding activities, including device setup and user account provisioning. - Ensure adherence to IT policies, security standards, and service level agreements (SLAs). Qualifications - Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related discipline. - 2–5 years of professional experience in IT Help Desk, Service Desk, Desktop Support, or Technical Support roles. - Proven experience delivering high-quality help desk support in a corporate or enterprise environment. - Strong understanding of Windows operating systems, Microsoft Office Suite, Outlook, and desktop troubleshooting. - Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms. - Familiarity with Active Directory, user account administration, and basic networking concepts including TCP/IP, DNS, DHCP, and VPN. - Knowledge of hardware diagnostics and troubleshooting for desktops, laptops, printers, and peripheral devices. - Excellent analytical and problem-solving skills with the ability to resolve issues efficiently. - Strong verbal and written communication skills with a customer-first approach. - Ability to prioritize multiple support requests while maintaining service quality. Requirements - Help Desk Support - Technical Troubleshooting - Desktop Support - Incident Management - Ticketing Systems - Windows Operating Systems - Microsoft Office 365 - Active Directory - Hardware & Software Support - Customer Service Benefits - ITIL Foundation knowledge - Remote Desktop Support Tools - Microsoft Intune or Endpoint Management - Azure Active Directory - Basic PowerShell scripting - Mobile Device Management (MDM) - Network troubleshooting - Endpoint security tools