Service Desk Engineer 1

Role & responsibilities

About the Role :

We are seeking a detail-oriented and technically adept Junior Service Desk Engineer to join our IT support operations. In this role, you will act as the first line of support for end users, ensuring seamless operation of desktop and web-based applications. This is an excellent opportunity for someone early in their IT career with a passion for solving software-related issues and delivering exceptional user support in a fast-paced, digital-first environment.

Key Responsibilities :

- Serve as the initial point of contact for end-user support requests via phone, email, chat, or in-person.

- Diagnose and resolve software issues related to :

a. Microsoft Office 365 Suite (Word, Excel, Outlook, etc.)

b. Web browsers (Chrome, Edge, Firefox)

c. Collaboration platforms (Microsoft Teams, Zoom, Slack)

d. Internal business applications and tools

- Log and manage service tickets using ITSM platforms such as Jira Service Management or ServiceNow.

- Perform software installations, updates, and basic configurations.

- Support user account provisioning, password resets, and access permission issues in Active Directory or Azure AD.

- Guide users through technical troubleshooting steps in a clear, user-friendly manner.

- Escalate unresolved or complex issues to Level 2/3 support teams or relevant departments.

- Maintain accurate documentation of issues and resolutions in the knowledge base.

- Adhere to internal SLAs and ensure timely resolution of incidents.

Required Technical Skills :

- Foundational knowledge of IT support, troubleshooting methodologies, and customer service.

- Familiarity with :

- Windows 10/11 and/or macOS environments.

- Microsoft 365 administration basics (email setup, Outlook configuration, Teams support).

- Remote support tools (e.g., AnyDesk, TeamViewer, Microsoft Remote Desktop).

- Ticketing systems (e.g., ServiceNow, Jira, Zendesk).

- Understanding of basic networking concepts (IP addressing, DNS, DHCP) is a plus.

- Awareness of IT compliance practices (e.g., data privacy, access control policies).

Preferred candidate profile