Service Desk Engineer

Role & responsibilities

• Provide first-level IT support for end-users via phone, email, and chat during night hours.
• Log and manage all support requests/incidents using an ITSM platform (e.g., ServiceNow).
• Troubleshoot issues related to:
  
• Windows OS and Microsoft 365 (Outlook, Teams, Excel)
• VPN and remote access
• Printers, desktops, laptops, and mobile devices
• Password resets and user account management (Active Directory)
• Monitor infrastructure alerts and escalate critical issues to the L2/NOC teams.
• Document all issues and solutions in the knowledge base and ticketing system.
• Follow standard operating procedures (SOPs) and ensure SLAs are met.
• Coordinate with the global IT team for any high-impact issues or outages.

Required Qualifications:

• 3 months to 3 years of experience in a Service Desk or IT Support or customer support role.
• Strong understanding of Windows OS, Microsoft Office 365, Active Directory, and basic networking.
• Experience working in a night shift or 24x7 support environment.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk).
• Excellent communication and customer service skills.
• Ability to work independently and remain calm under pressure.