IT Helpdesk Engineer

ARRISE is looking for an IT Helpdesk Engineer to serve as the single point of contact for end users for all IT-related queries and incidents via Microsoft Teams, Outlook, Jira Service Desk, and other approved communication channels.

The role involves logging, categorizing, prioritizing, and managing support requests within the Jira Service Desk system, ensuring accurate documentation and timely resolution. The IT Helpdesk Engineer will install, configure, and maintain IT equipment and applications using standard configurations and security policies for Windows systems and Apple devices, including via Microsoft Intune. This position requires configuring accounts and equipment for new or existing users, providing 1st and 2nd line technical support, and supporting and maintaining core IT infrastructure.

The IT Helpdesk Engineer will take full ownership of assigned incidents and service requests, diagnose and resolve technical issues efficiently, and coordinate with external vendors and third-party support providers. The role also includes maintaining and managing IT asset inventory, supporting procurement processes, and delivering a high standard of customer service. Developing and maintaining user guides, knowledge base articles, and support documentation, as well as providing basic end-user training, are also key responsibilities. Continuous development of technical knowledge is essential for this role.

• Serve as the single point of contact for end users for all IT-related queries and incidents via Microsoft Teams, Outlook, Jira Service Desk, and other approved communication channels.
• Log, categorize, prioritize, and manage support requests within the Jira Service Desk system, ensuring accurate documentation and timely resolution.
• Install, configure, and maintain IT equipment and applications using standard configurations and security policies for Windows systems and Apple devices (macOS, iOS), including via Microsoft Intune.
• Configure accounts and equipment for new or existing users (creation, modification, and deactivation of access and resources).
• Provide 1st and 2nd line technical support, troubleshooting hardware and software issues across Windows, macOS environments, desktops, laptops, printers, and mobile devices.
• Support and maintain core IT infrastructure, including Active Directory, Microsoft 365 (Exchange Online, Intune, SharePoint Online), and local area network (LAN) services.
• Take full ownership of assigned incidents and service requests, proactively monitoring progress, providing regular updates, and ensuring resolution within agreed service levels.
• Diagnose and resolve technical issues efficiently using all available troubleshooting tools and resources, escalating when necessary.
• Coordinate with external vendors and third-party support providers for issues requiring advanced or specialized assistance.
• Maintain and manage IT asset inventory, including hardware lifecycle tracking and onboarding/offboarding documentation and handovers.
• Support procurement processes for IT equipment and software, including recommendations, ordering, and deployment.
• Deliver a high standard of customer service, adhering to IT service management best practices and internal service level agreements (SLAs).
• Develop and maintain user guides, knowledge base articles, and support documentation to empower staff with self-service resources.
• Provide basic end-user training and guidance on Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and other business systems as required.
• Continuously develop and maintain the technical knowledge required for the role, adapting to the technologies and processes used within the company.
• Perform other role-relevant tasks within the scope of professional competencies

• Proven experience in a similar role such as System Administrator, Network Administrator, or IT Support Engineer of at least 3 years (required).
• Strong practical experience with Active Directory, Microsoft 365, Intune, and SharePoint is mandatory (required).
• Advanced knowledge of Windows and macOS operating systems, including support of desktops, laptops, printers, and mobile devices (required).
• Linux is nice to have (nice-to-have).
• Solid understanding of networking concepts and infrastructure, including LAN/WAN environments, routers, and switches (required).
• Experience working with databases and maintaining IT platforms across multiple operating systems (required).
• Strong troubleshooting, analytical, and problem-solving skills (required).
• Excellent verbal and written communication skills, with a customer-focused mindset (required).
• Bachelor’s degree (BSc/BA) in Information Technology, Computer Science, or a related field (required).
• Relevant professional certifications (e.g., Microsoft Certified Systems Administrator – MCSA) are an advantage (preferred).
• English proficiency at professional level (required).

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