Helpdesk Engineer

Position: Helpdesk Engineer
Location: London 
Employment Type: Full-time (35 hours/week)
Salary: Up to £32,000 (depending on experience)
Working Hours: 08:00–16:00 or 09:00–17:00
Start Date: ASAP
 

Role Overview:
We are seeking a Helpdesk Engineer to provide first and second-level technical support and deliver exceptional customer service. This role involves troubleshooting, system configuration, and supporting enterprise IT environments for international clients.
    
Key Responsibilities:
 

• 1st and 2nd level troubleshoot with customers and provide support and solution via email, telephone, remote access, onsite and chat tools. 

• Utilise IT support ticket system to manage/record the case. 

• Communicate with support vendor until case closure.

• General IT administration and implementation on Windows server environmentand MS365 portal.

• IT element configuration including day-to-day service delivery.

• PC, mobile phone and peripherals initial kitting. 

• Software installation on PC and mobile phone. 

• Proof of concept testing and acceptance testing. 

• Support activities related to workflow automation and app development. 

• Support pre-sales and post-sales activities related to helpdesk proposal. 

• Understand and detailed planning and designing for enterprise IT environment. 

• Project and service delivery schedule management. 

• Attend the meeting with the customer and develop good relationship with the customer. 

• Maintain secure operations and keep the environment tidy.

• Documented approach for implementation and modification. 

• Temporary or long-term customer support at their office, if required.

• Occasional international travel may be required. 

• Participation in early shift coverage and support outside of normal hours when required.

• Adhoc tasks assigned by line manager.

Requirements:

• Strong knowledge of Windows OS, Windows Server, MS Office
  Experience with PC hardware, servers, mobile devices

• Familiarity with Microsoft Power Platform, SDP, and automation tools. MS PL-400 certification is preferred.

• Basic knowledge and experience in cloud service such as AWS and Azure is advantageous

• Familiarity with cloud services and network devices (preferred)

• Relevant certifications (ITIL, PC/server/network)

• Business-level English and Japanese

We regret to inform applicants that only shortlisted candidates will be notified. Thank you for your understanding.