Career opportunities

Helpdesk Engineer

Sep 11, 2026 1:43 PM

CIS job description. 

Designation: Helpdesk Engineer

Department: IT

Location: Lakeside Campus 

Reports To: Infrastructure and Operation Manager

Works Collaboratively With: IT Team, User and Vendors

Assigns Task to / Supervises : N/A

Key accountability (Main purpose of this job):

A motivated and customer-focused Helpdesk Engineer with 1-3 years of experience to provide technical support and troubleshooting assistance to end-users. The ideal candidate will have experience or a willingness to work with Google Workspace, Apple iPads, MacBooks, and Windows environments.

Responsibilities (Key areas of Responsibilities):

  • Technical Support: 
    • Provide first and second-level technical support to end-users via phone, email, chat, ZOOM Meeting or in-person.
    • Troubleshoot and resolve hardware, software, and network-related issues across Google Workspace, Apple iPads, MacBooks, and Windows devices. 
    • Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
  • Incident Management
    • Log, track, and resolve support tickets using a ticketing system (e.g, Zendesk).
    • Escalate complex issues to senior engineers or relevant teams as needed. 
    • Ensure timely resolution of issues while meeting SLAs (Service Level Agreements).
  • User Account Management:
    • Assist with user account creation, modification, and deletion in Google Workspace Admin Console, Active Directory, or other systems.
    • Reset passwords and troubleshoot login issues across multiple platforms.
  • Software and System Maintenance:
    • Install, configure, and update software applications on Windows, macOS, and iPadOS devices.
    • Perform basic server and network troubleshooting.
    • Assist with patch management and system updates across all platforms.
  • Google Workspace Support:
    • Provide support for Google Workspace applications (Gmail, Google Drive, Google Meet, Google Calendar, etc.).
    • Assist with user onboarding, email configuration, and collaboration tool setup.
    • Troubleshoot and resolve issues related to Google Workspace services.
  • Apple Device Support:
    • Configure and troubleshoot Apple iPads and MacBooks for end-users.
    • Assist with Apple ID management, app installations, and device enrollment in MDM (Mobile Device Management) solutions.
    • Provide support for macOS and iPadOS-related issues.
  • Windows Environment Support:
    • Troubleshoot and resolve issues related to Windows operating systems (Windows11).
    • Assist with software installations, driver updates, and hardware diagnostics on Windows devices.
  • Documentation and Knowledge Sharing:
    • Create and update technical documentation, FAQs, and knowledge base articles.
    • Train end-users on basic IT procedures and tools across all platforms.
  • Customer Service:
    • Maintain a professional and courteous demeanor when interacting with users.
    • Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
  • Collaboration:
    • Work closely with other IT teams to resolve cross-functional issues.
    • Participate in team meetings and contribute to process improvements.

Requirements:

Education: 

  • Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Bachelor’s degree is a plus but not required.

Experience:

  • 1-3 years of experience in a helpdesk or technical support role (fresh graduates with relevant internships or certifications will also be considered). 
  • Experience or willingness to work with Google Workspace , Apple iPads , MacBooks , and Windows environments
  • Familiarity with Windows 11 , macOS , and iPadOS . 
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).

Certifications (Preferred but Not Required): •

  • CompTIA A+, Network+
  • Google Workspace certification (e.g., Google Workspace Administrator).
  • Apple Certified Support Professional (ACSP) or equivalent.

Disclaimer: The duties and responsibilities described above are not an exhaustive list and additional tasks and/or responsibilities may be assigned to you from time to time according to business demands. This job description may be amended at any time at the sole discretion of CIS.