Service Desk Engineer

About the Role

Service Desk Engineer

Key Responsibilities

• Serve as the

  first point of contact

  for all IT-related queries and incidents via phone, email, chat, or ticketing system.
• Diagnose and resolve

  hardware, software, and network issues

  for desktops, laptops, printers, mobile devices, and peripherals.
• Support

  Windows, macOS, and Linux

  operating systems and common enterprise applications (Microsoft 365, Outlook, Teams, VPN, etc.).
• Manage and track issues using an

  ITSM/ticketing system

  (e.g., ServiceNow, Jira, Freshservice, Remedy).
• Escalate unresolved incidents to higher-level support teams while maintaining ownership until resolution.
  
• Install, configure, and maintain user accounts, permissions, and profiles in

  Active Directory

  ,

  Exchange

  , and related systems.
• Support remote users via remote desktop tools (e.g., AnyDesk, TeamViewer, Remote Desktop Connection).
  
• Document troubleshooting steps, root causes, and resolutions for recurring issues.
  
• Follow

  ITIL best practices

  for incident, problem, and request management.
• Participate in shift-based support, on-call rotations, or weekend coverage if required.
  

Required Skills & Qualifications

• Bachelors degree or diploma in Information Technology, Computer Science, or a related field.
  
• 1–5 years of experience in an IT Service Desk or Technical Support role.
  
• Strong knowledge of:
  

• Operating Systems:

  Windows 10/11, macOS, Linux (basic).

• Networking:

  TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting.

• Applications:

  Microsoft 365, Outlook, Teams, Zoom, Google Workspace.

• Hardware:

  Desktops, laptops, printers, peripherals.
• Experience with

  Active Directory, Exchange, Intune, or Azure AD

  .
• Familiarity with

  remote support tools

  and

  ticketing systems

  .
• Excellent problem-solving, analytical, and communication skills.
  
• Strong customer service orientation and ability to remain calm under pressure.
  

Nice-to-Have

• Certifications such as

  CompTIA A+

  ,

  ITIL Foundation

  ,

  Microsoft Certified: Modern Desktop Administrator

  , or

  CCNA

  .
• Experience with

  SCCM

  ,

  Jamf

  , or other endpoint management tools.
• Exposure to

  mobile device management (MDM)

  solutions.
• Basic understanding of

  cybersecurity

  and

  endpoint protection

  tools.
• Knowledge of

  ServiceNow

  or other enterprise ITSM tools