Service Desk Engineer

Position Overview

The IT Service Desk Specialist is responsible for delivering high-quality technical support via telephone and remote tools to internal users and customers. This role involves troubleshooting hardware, software, systems, and application issues, with a strong focus on Microsoft Identity technologies, Active Directory, and Mac environments. The ideal candidate will demonstrate advanced problem-solving skills, technical expertise, and a commitment to service excellence.

Key Responsibilities & Outcomes

Technical Support

• Provide Level 1 and Level 2 support for hardware, software, systems, and applications.
• Troubleshoot issues related to:
• Network connectivity and printing
• User access and authentication
• Application errors and performance
• Password resets and account lockouts
• Mac OS and device-specific issues
• Handle complex queries related to installation, configuration, customization, and usage of assigned products and databases.
• Apply diagnostic techniques to identify root causes and recommend corrective actions.
• Escalate unresolved issues to Field Support or Resolver Groups.

Identity & Cloud Technologies

• Administer and troubleshoot Active Directory (AD), Group Policies (GPOs), and Azure AD.
• Support O365 integration and Exchange Online.
• Lead and support AD migration projects.
• Utilize PowerShell for automation and scripting tasks.

Mac Troubleshooting Expertise

• Provide support for Mac OS devices including configuration, connectivity, and application compatibility.
• Resolve issues related to mobility, device enrollment, and user experience on Apple platforms.

Training & Knowledge Sharing

• Plan and lead interactive training sessions for team members.
• Mentor junior staff and formalize monthly training documentation.
• Drive process improvements and implement technological enhancements.

Performance & Reporting

• Ensure all SLAs are met and service quality is maintained.
• Publish monthly progress reports and track recurring issues.
• Identify common themes and implement preventive measures.
• Manage workload and prioritize tasks effectively during peak periods.

Communication & Collaboration

• Liaise with internal departments, clients, third-party vendors, and resolver teams to ensure seamless support.
• Maintain positive client relationships and achieve high satisfaction scores.

Required Skills & Experience

Category

Requirements

Education

University degree or equivalent

Experience

Minimum 5+ years in Level 1 support

Technical Skills

AD, Azure AD, GPOs, O365, Mac OS, Windows, Oracle, Exchange, SharePoint, Citrix, Avaya, Outlook, Microsoft Teams, VMWare, PowerShell

Tools

ServiceNow or similar ticketing systems

Certifications

ITIL Certification (Compulsory)

Soft Skills

Strong communication, multitasking, problem-solving, and people management

Success Indicators

• High client satisfaction and positive survey feedback
• Effective escalation handling and resolution
• Timely delivery of reports and SLA adherence
• Team development and knowledge sharing
• Proactive initiative in shift/project-level improvements