Service Desk Engineer

The Team

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-line technical assistance for Microsoft-based systems, applications, and identity management tools. You will be the first point of contact for end-users seeking support via phone, email, chat, or ticketing systems. Your role is to resolve basic technical issues, escalate complex problems to higher tiers, and ensure a smooth, secure, and responsive support experience.

This is an English-speaking role in a global support environment; all communication, documentation, and interaction with users will be conducted in English.

The Role

• Respond promptly to incoming support requests via ticketing system, email, chat, or phone.


• Diagnose and resolve basic issues related to:
  
  
  
  • Microsoft Windows OS (Windows 10/11)
  
  
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  
  
  • Active Directory (password resets, account lockouts, group memberships)
  
  
  • Okta Single Sign-On (SSO) and MFA troubleshooting
  
  
  • Printer and network connectivity issues
  
  
  
  


• Accurately categorize, prioritize, and document incidents, troubleshooting steps, and resolutions in the service desk system.


• Escalate unresolved issues to L2/L3 support teams following defined escalation paths.


• Provide clear, step-by-step technical assistance (written and verbal) to users with varying technical skills.


• Assist with user onboarding and offboarding processes, including account setup, access permissions, and identity verification.


• Monitor systems for anomalies or outages and report promptly to relevant teams.


• Follow standard operating procedures, ITIL practices, and security guidelines.


• Meet or exceed SLAs for response and resolution times and maintain high customer satisfaction ratings.

What you ll bring

Required Qualifications

• Fluency in written and spoken English is required; ability to communicate technical information clearly to non-technical users.


• Diploma, degree, or relevant certifications/experience in IT, Computer Science, or related field.


• Up to 3-4 years of experience in IT support, help desk, or related environment (entry-level candidates with training or certifications will be considered).


• Basic knowledge of Microsoft operating systems, Microsoft 365 applications, and Active Directory.


• Familiarity with Okta or other SSO platforms, including basic identity and access management concepts.


• Understanding of basic networking concepts (IP, DNS, VPN, Wi-Fi).


• Strong troubleshooting, documentation, and problem-solving skills.


• Excellent communication and customer service skills.


• Ability to work in a follow-the-sun support model, including overnight or weekend shifts when required.

Preferred Qualifications

• CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications.


• Experience with ITSM/ticketing tools (ServiceNow, Jira, Freshdesk, or similar).


• Exposure to remote support tools (TeamViewer, AnyDesk, RDP).


• Basic awareness of security and compliance best practices.


• Additional language skills are a plus.

Key Competencies

• Customer-first mindset and empathy in problem resolution.


• Patience, attention to detail, and strong organizational skills.


• Ability to manage multiple tasks and priorities effectively.


• Team collaboration and adaptability in a global, multicultural environment.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We re proud to say we re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.