Helpdesk Engineer

Job description

About Snapp

Snapp is the pioneer provider of ride-hailing mobile solutions in Iran. It connects smartphone owners who need a ride to Snapp drivers who use their private cars, offering transportation services. We are ambitious, passionate, engaged, and excited about pushing the boundaries of the transportation industry to new frontiers and be the first choice of each user in Iran.

About the Role

The Helpdesk Engineer extends technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analyzing them.

Technicians receive trouble tickets raised by users through emails, Tickets, Skype, or in-person.

Additionally, an excellent support specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Job Responsibilities

  • Test and assess issues related to computer software and hardware, including operating systems, such as Mac, Linux, and Windows.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Follow-up and update customer status and information.
  • Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise.
  • Install, check, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.


  • Ability to troubleshoot network and client-side issues.
  • Ability to diagnose and resolve basic technical issues like Laptop (Hardware and Software), Printer and Scanner installation, and Diagnose.
  • Familiar with different platforms (Microsoft Windows & Active Directory, Linux, macOS, Android, iOS)
  • Basic familiarity with VMware virtualization.
  • Familiar with A+ and Network+.
  • Familiar with CCNA, MTCNA, MCSA.
  • Familiarity with IT infrastructure devices (such as Routers, Switches, Servers )
  • Spirit of Teamwork and fast learner.