Service Desk Engineer

Role Overview

This position is for a Service Desk Engineer responsible for delivering first-tier IT support, enhancing the end-user experience throughout the organization. The role involves addressing user concerns, maintaining workplace technology, and managing equipment for employees joining or leaving the company. Coordination with Infrastructure, Security, and Business Application teams is essential to provide timely and professional IT services.

Key Responsibilities

• Offer initial technical assistance for hardware, software, and business application issues.
• Manage incident and service requests using the organization's IT service management platform.
• Resolve problems involving Windows devices, Microsoft 365 apps, printers, mobile devices, and collaboration tools.
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
• Handle user account tasks such as password resets, access permissions, and provisioning.
• Assist in onboarding and offboarding processes including setting up users, preparing devices, and assigning access.
• Support Microsoft Intune device enrollment and endpoint deployment tasks.
• Install, configure, and maintain various laptops, desktops, mobile gadgets, and peripheral equipment.
• Keep updated IT asset inventories and equipment documentation.
• Escalate complex technical problems to specialized teams when necessary.
• Ensure precise ticket updates, documentation, and knowledge base maintenance.
• Provide support both remotely and onsite to users.
• Maintain high levels of customer service and end-user satisfaction.

Qualifications and Experience

• Between 1 and 3 years of experience in IT support, service desk, or help desk roles.
• Proficient with Microsoft Windows operating systems.
• Familiarity with Microsoft 365 applications and services.
• Basic knowledge of Microsoft Entra ID (Azure AD) and user management.
• Skilled in troubleshooting hardware, software, and network connectivity issues.
• Understanding of networking basics such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience supporting laptops, desktops, printers, mobile devices, and peripherals.
• Excellent customer service and communication abilities.
• Ability to balance and prioritize multiple support tickets.
• Communication skills appropriate for professional English environments.

Preferred Skills and Knowledge

• Experience working with Microsoft Intune and endpoint management tools.
• Knowledge of Microsoft Teams, SharePoint Online, and Exchange Online.
• Familiarity with IT asset management and inventory tracking processes.
• Experience with ticketing systems like ServiceNow, Jira Service Management, Freshservice, or similar platforms.
• Fundamental understanding of cybersecurity principles.
• Background supporting users across multiple sites.

Why Join the Team

This role presents an opportunity to grow within enterprise IT by supporting modern workplace technologies and providing excellent service. You will develop expertise in Microsoft 365, device management, and enterprise IT operations while collaborating with skilled professionals from Infrastructure, Security, and Business Applications teams.