IT Helpdesk Engineer
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Job Description
IT Helpdesk Engineer solving technical problems and supporting global teams at Acclaro. Managing IT operations while ensuring exceptional customer service in a remote work environment.
Responsibilities:
- Be the first point of contact for IT incidents and service requests, providing 1st and 2nd line support aligned with ITIL principles
- Configure, deploy, and maintain laptops, desktops, and mobile devices (Windows, MacOS, iOS, Android)
- Troubleshoot hardware, software, and network issues, escalating when necessary
- Manage onboarding and offboarding processes, ensuring seamless access and account changes
- Administer user accounts in Microsoft 365 and other platforms
- Perform routine maintenance tasks, including backups, updates, and license management
- Keep asset records accurate and up to date
- Document solutions and create user-friendly guides for common issues
- Support IT projects and occasionally resolve critical incidents outside standard hours
Requirements:
- 3+ years of experience in IT helpdesk or technical support
- Hold a bachelor's Degree in a related field or equivalent professional or military experience.
- Are fluent in English and comfortable working remotely across global teams
- Know your way around Microsoft 365, Active Directory/Entra ID, and ITSM ticketing systems
- Understand networking basics (TCP/IP, DNS, VLANs) and Windows environments
- Stay calm under pressure and bring a service-first mindset
- Excel at multitasking, prioritizing, and solving problems independently.
Benefits:
- Flexible Work Style: Enjoy remote work, flexible PTO, and a healthy work-life balance.
- Career Growth: Access mentorship, development programs, and clear pathways for advancement.
- Competitive Compensation & Benefits: Market-leading pay, bonuses, and comprehensive medical and retirement plans.
- Recognition & Support: Be seen and celebrated through regular recognition programs and supportive leadership.
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