Helpdesk Personnel

We are looking for a Helpdesk Personnel to join our team.

Job Description:
Helpdesk personnel are responsible for providing technical support and assistance to clients, with a primary focus on resolving network and security-related issues. Additionally, they may provide support for other company products such as ITSM tools, with training provided on product handling. While possessing a foundational understanding of network security principles, their role requires less technical proficiency compared to a network security engineer. Helpdesk personnel may work in shifts and are expected to handle client inquiries efficiently.

Responsibilities

• Provide technical support to clients regarding network and security issues.
• Assist in troubleshooting network connectivity problems.
• Respond to client inquiries related to security protocols and procedures.
• Escalate complex issues to senior staff members as needed.
• Document client interactions and resolutions accurately.
• Assist in the implementation and maintenance of network security solutions under supervision.
• Conduct basic configuration tasks for firewalls, VPNs, and intrusion detection systems.
• Adhere to security policies and procedures established by the organization.

Requirements
• Preferrably with 1 year of experience in the IT industry.
• Basic knowledge of security protocols, firewalls, and security technologies.
• Familiarity with network routing and switching concepts.
• Good communication skills, both written and verbal.
• Ability to interact effectively with clients and communicate technical information clearly.
• Capacity to work in a dynamic and fast-paced environment.
• High school diploma or equivalent required; Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Relevant certifications such as CCNA, CCNP, CCSA, NSE, or CCSE are advantageous but not mandatory.