Helpdesk Engineer - Level II

Cybernet Internet Services Pvt

Lahore , Pakistan

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Posted Jun 05, 2025 57 views Report Job

Job Summary
We are seeking a dedicated and technically proficient IT Support Specialist to provide first-level technical assistance to end-users. This role involves troubleshooting hardware, software, and network issues through various communication channels including phone, email, and in-person support. The ideal candidate will be responsible for ensuring timely resolution of technical problems, maintaining clear documentation, and delivering excellent customer service in a dynamic work environment.

Key Responsibilities
Provide first-level technical support to end-users by addressing hardware, software, and network-related issues. Support will be delivered via phone, email, and face-to-face interactions to ensure comprehensive assistance. Accurately log and track all support requests using a ticketing system, guaranteeing timely follow-up and clear communication throughout the resolution process.

Diagnose and resolve technical problems related to operating systems, applications, and network connectivity. This includes troubleshooting issues on both Windows and macOS platforms. Install, configure, and upgrade computer hardware, software, and peripherals to maintain optimal system performance.

Assist users in effectively utilizing technology by offering guidance and training on software applications and IT policies. Maintain detailed and up-to-date documentation of technical issues, solutions, and standard operating procedures to support knowledge sharing and continuous improvement.

Identify complex technical problems that require escalation and promptly refer these to higher-level support teams or management, ensuring efficient resolution and minimal disruption to end-users.

Required Qualifications
Proficiency in Windows and macOS operating systems is essential, along with strong familiarity with Microsoft Office and other common productivity tools. A basic understanding of networking concepts and troubleshooting techniques is required to effectively diagnose connectivity issues.

Excellent verbal and written communication skills are necessary to clearly explain technical concepts to users with varying levels of technical knowledge. Strong analytical and problem-solving abilities, coupled with keen attention to detail, are critical for accurately diagnosing and resolving issues.

Demonstrated commitment to delivering high-quality customer service is important, as is maintaining a positive and professional demeanor in all interactions. The ability to work both independently and collaboratively within a fast-paced team environment is essential for success in this role.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional certifications in IT support or networking, such as CompTIA A+ or Network+, will have an advantage. Opportunities for professional development and career growth may be available within the organization.

This position offers a chance to work in a supportive and dynamic environment where technical expertise and customer service skills are highly valued. Candidates who thrive on problem-solving and enjoy helping others will find this role rewarding.

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