Helpdesk Engineer

About the role

Join the Thomson Reuters Foundation’s Product & Technology team as a Helpdesk Engineer, providing first‑line IT support to staff across the Foundation. You will resolve day‑to‑day technical issues for non‑technical users, helping them stay productive.

Key responsibilities

• Respond to support tickets and other approved channels, providing first‑line assistance.
• Triage, investigate and resolve common issues such as account access, password/MFA problems, laptop and peripheral faults, Wi‑Fi, VPN, printers, Microsoft 365, Google Workspace and collaboration tools.
• Escalate complex incidents to senior colleagues or Thomson Reuters support teams with clear documentation.
• Support onboarding and off‑boarding by provisioning equipment, access rights and guidance.
• Maintain accurate records of requests, resolutions and known issues in the ticketing system.
• Create and update user‑facing guidance and internal knowledge articles.
• Communicate technical information in plain language and follow information‑security procedures.
• Identify recurring problems and suggest improvements to the helpdesk process.

Required profile

• Bachelor’s or Master’s degree.
• 1–3 years of relevant IT support experience.
• Strong logical troubleshooting ability and clear communication skills.
• Interest in assisting non‑technical users.

Required skills

• Windows operating system.
• macOS operating system.
• Microsoft 365 suite.
• Google Workspace.
• VPN connectivity.
• Wi‑Fi networking.
• Printer configuration and support.
• Ticketing system usage.
• Multi‑factor authentication (MFA) handling.