IT Helpdesk Technician

About the role

D-Fend Solutions is looking for an IT Helpdesk Technician to provide Tier 1 and Tier 2 support for internal and remote employees. You will be the primary point of contact for daily IT tickets, troubleshooting hardware, operating systems, and SaaS applications.

Key responsibilities

• Manage, prioritize, and resolve incoming IT support requests through the ticketing system while maintaining clear communication with end‑users.
• Diagnose and resolve issues related to hardware, software, and SaaS applications efficiently.
• Provide high‑quality technical support to diverse internal and remote staff, ensuring swift issue resolution.
• Identify recurring problems and implement proactive measures to prevent future incidents.
• Maintain accurate records of troubleshooting steps and resolutions.
• Create and update documentation to support knowledge transfer within the IT team.

Required profile

• Fluent in English with strong verbal and written communication skills.
• Minimum 3 years of experience as an IT Helpdesk or Support Technician in a fast‑paced environment.
• Strong problem‑solving abilities and a customer‑service orientation.
• Ability to work independently, manage a dynamic workload, and maintain a positive attitude under pressure.
• Proactive, continuous‑improvement mindset.

Required skills

• Microsoft Windows
• Linux
• macOS
• Google Workspace administration
• Office 365
• Active Directory user management
• Hardware troubleshooting
• SaaS application support