Service Desk Engineer

Position Summary

The IT Service Desk Engineer serves as the point of contact for all IT incidents and service requests across the Api Group GCC and other sites on-demand service requests. The role is responsible for providing efficient support, restoring services where possible, communicating effectively with users, and escalating unresolved issues to appropriate L2 and global support teams.

Key Responsibilities

End User Support

• Provide support (L1.5) for Windows 10/11 end-user devices.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Troubleshoot basic desktop, laptop, peripheral, and printing issues.
• Assist users with software installations, OS Imaging and standard application troubleshooting.
• Support mobile devices and approved mobile applications.
• AV support

Identity & Access Management

• Perform Active Directory user administration tasks.
• Support Entra ID, MFA enrolment, and authentication issues.
• Manage password resets, account unlocks, and access requests.

Network & Connectivity Support

• Troubleshoot VPN, Wi-Fi, and network connectivity issues.
• Resolve basic DNS, DHCP, and TCP/IP related issues.
Escalate complex network incidents to L2 Infrastructure support.

IT Service Management

• Log, categorize, prioritize, and track incidents through ServiceNow.
• Ensure tickets are updated with appropriate documentation and resolution notes.
• IT asset management
• Meet service levels and response targets.

• Strong understanding of CMDB administration and configuration management processes .
• Proven ability to manage CMDB-related tickets while ensuring the accuracy, consistency, and quality of configuration data .
  

Security Support

• Perform initial security incident triage.
• Escalate suspected security events according to established procedures.
• Follow security and compliance guidelines during support activities.

Required Skills

Technical Skills

• Windows 10/11
• Microsoft 365 Administration and Support
• Teams, Outlook, OneDrive
• Active Directory Fundamentals
• Entra ID and MFA Basics
• TCP/IP, DNS, DHCP Fundamentals
• VPN and Wireless Troubleshooting
• ServiceNow
• Basic Application Installation and Troubleshooting
Basic Endpoint Security Awareness

Soft Skills

• Excellent verbal and written communication
• Customer-focused mindset
• Problem-solving abilities
• Documentation skills
Ability to work effectively in a 24x5 support environment

Required Qualifications

• Bachelor of engineering or Bachelor in Computer Science, Information Technology, or related field.

Required Experience

• 2-4 years in IT Service Desk or End User Support
• ITIL Certification
Experience supporting multinational organizations

Additional Information

About Us, Our Culture & What We Can Offer You

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.

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