Technical/Service Desk Engineer

Job Description

Provide first and second-line support via phone, email, or remote desktop assistance. Troubleshoot and resolve hardware, software, network, and system issues. Identify, escalate, and track unresolved issues to senior technical staff. Maintain a positive and professional relationship with customers, ensuring timely issue resolution. Document and maintain detailed records of support tickets, resolutions, and escalations. Collaborate with other IT teams to assist with network or infrastructure-related issues. Install, configure, and support end-user devices (PCs, laptops, printers, mobile devices). Ensure service level agreements (SLAs) are met and provide regular updates to users on ticket status. Proactively identify opportunities for process improvements and increased efficiency in support operations. Role & responsibilities Preferred candidate profile Experience: 1 to 5 years of experience in a technical support or service desk role. Technical Skills: Knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common software applications. Familiarity with networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting. Strong understanding of Active Directory, Exchange, and ticketing systems (e.g., ServiceNow, Jira). Ability to diagnose and resolve technical problems, offering step-by-step solutions. Excellent communication skills with a focus on customer service. Strong problem-solving and troubleshooting skills. Ability to handle multiple tasks in a fast-paced environment. IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus. Perks and benefits