We are seeking Service Desk Engineer to provide first-line technical support to our clients. you will be responsible for handling incoming service requests, performing basic troubleshooting, and escalating complex issues when necessary. This role merges service desk and L1 engineer functions, requiring a mix of technical troubleshooting, customer service, and process management skills. You will work closely with the Service Desk Manager and the technical team to ensure client issues are resolved efficiently and effectively.

Responsibilities

• Provide first-level technical support for managed endpoints, infrastructure, and cloud services.
• Escalate unresolved issues to higher-level engineers while maintaining communication with the client.
• Log and manage service tickets, ensuring all issues are properly documented and prioritized.
• Troubleshoot and resolve basic IT issues, including network connectivity, hardware, and software configurations.
• Handle user account management tasks, including password resets and account unlocks.
• Provide remote desktop support to users across various devices and platforms.
• Maintain and update the knowledge base with troubleshooting solutions.
• Ensure that all issues are resolved within defined SLAs.
• Contribute to process improvements and documentation updates to enhance service efficiency.

Requirements

Experiences:

• 1-3 years of experience in a service desk or IT support role.
• Experience in troubleshooting and resolving common IT issues (network, hardware, and software).
• Familiarity with managed services environments.
• Experience in user account management and remote desktop support tools.
• Candidate must be willing and comfortable to work rotating shift hours.

Technical Skills:

• Basic knowledge of network infrastructure (IP configurations, network troubleshooting).
• Proficiency in operating systems (Windows, macOS) and endpoint management.
• Experience with Active Directory or similar user management tools.
• Familiarity with remote desktop tools (AnyDesk).
• Understanding of Microsoft 365, Google Workspace services.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service skills with a client-focused mindset.
• Ability to manage time effectively and prioritize tasks.
• Team collaboration skills with a willingness to learn and grow.

Qualifications:

• Minimum qualification of NITEC in an IT-related discipline, demonstrating a foundational understanding of IT concepts and systems.
• Relevant certifications (ITIL, CompTIA A+ and Microsoft 365 Certified: Modern Desktop Administrator,)