L1 IT Helpdesk Engineer

About the Role

This role bridges frontline user support and backend operations, ensuring smooth onboarding, day-to-day troubleshooting, and offboarding processes. The ideal candidate is technically skilled, user-focused, and able to present themselves confidently when engaging with end users.

• Provide timely technical support for hardware, software, and network-related issues via Service Now.
• Troubleshoot and resolve issues with M365 applications, Global Protect VPN, and standard end-user devices.
• Support mobile devices (iPhone and iPad troubleshooting).
• Escalate unresolved issues to higher-level support teams when necessary.
• Set up and configure laptops, user accounts, and access rights for new hires.
• Conduct onboarding presentations and training sessions for new employees.
• Manage offboarding process: asset return verification, inventory checks, and reporting of damages.
• Perform system cloning, laptop preparation, and basic backend configuration.
• Conduct basic network troubleshooting (connectivity, VPN, Wi‑Fi issues).
• Maintain asset inventory and ensure accurate documentation.

• Higher Nitec or Diploma in IT, Computer Science, Information Technology, or related field.
• 1 year of IT helpdesk or technical support experience.
• Hands‑on experience with Service Now, Microsoft 365 (Outlook, Teams, One Drive, SharePoint), and Global Protect VPN.
• Experience with laptop imaging, cloning, and configuration.
• Basic understanding of networking concepts and troubleshooting.
• Familiarity with iPhone/iPad troubleshooting is a plus.
• Strong customer service orientation with excellent communication skills.
• Professional, presentable, and confident in delivering user‑facing presentations.
• Detail‑oriented and responsible in handling IT assets and inventory.
• Ability to multitask and manage priorities in a fast‑paced environment.
• Proactive problem‑solver and collaborative team player.
• ITIL Foundation certification is a plus.
• Microsoft or networking certifications is a plus.

Ready to join Thatz? You can apply through our Next Gig.

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Shortlisted candidates will be contacted.

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