Helpdesk Support Engineer

Helpdesk Support Engineer L3- Permanent Full-Time

BWG are currently recruiting a Helpdesk Support Engineer (Level 1) the successful candidate will serve as the first point of contact for end users seeking technical assistance. This role involves diagnosing and resolving a wide range of hardware, software, and network-related issues in a timely and professional manner.  The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer service. Experience with Zendesk or similar ticketing systems is beneficial but not essential.  This position requires someone who thrives in a fast-paced, high-pressure, and dynamic environment, with the ability to stay calm and professional while managing competing priorities.

Key Responsibilities:

• Serve as the first point of contact for IT support via phone, email, or helpdesk system.

• Log, prioritize, and manage incidents and service requests through the helpdesk platform (e.g., Zendesk).

• Provide technical support for Windows operating systems (Windows 10/11) and Microsoft Office / 365 applications.

• Troubleshoot hardware, software, printer, and network connectivity issues.

• Perform basic Active Directory administration (password resets, account unlocks, group memberships).

• Assist with installation, configuration, and maintenance of desktop and laptop devices.

• Support onboarding and offboarding activities, including device setup and user access management.

• Escalate unresolved issues to Level 2/3 support or other IT teams as appropriate.

• Maintain detailed documentation of issues, troubleshooting steps, and resolutions.

• Contribute to process improvements and creation of IT knowledge base articles.

• Deliver a high standard of customer service, ensuring timely and effective issue resolution.