Help Desk Executive

Date: Mar 4, 2025

Location:

HQ, HQ

Department: Information Technology

Occupation Description

The IT Help Desk Executive serves as the first point of contact for users seeking technical assistance over the phone or email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by Users
Walk the Users through the problem-solving process
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in logs
Follow-up and update Users status and information
Install and configure computer hardware, software, systems, networks, printers and scanners
Monitor TV System
Monitor NVR System
Follow the ticketing system to resolve the requests with SLA
Remote support for All Branches
Perform any additional tasks as requested according to the company’s policies and procedures.

Bachelor’s degree in computer science, information technology, or a similar field.
Advanced knowledge of help desk software and remote-access systems.
Experience with Microsoft Windows Server, Active Directory
Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and VPN
Familiarity with virtualization technologies, such as VMware or Hyper-V
Certification in relevant technologies, such as MCSE or CCNA, is a must

3+ years of related experience; previous experience in real estate is preferred.
Knowledge of computer software systems, including databases, office applications, and operating systems
Excellent analytical and diagnostic skills
High-level communication skills.
Ability to troubleshoot complex hardware and software issues.
Patience and understanding.
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Ability to relocate between branches