About the Role
We're looking for a Service Desk Engineer (SME) to provide expert IT support and guidance within our service desk team. You'll be the go-to person for a specific product, application, or domain - with a strong focus on Microsoft 365 (M365) support and administration.
Key Responsibilities
- Provide first-level technical support via phone, email, and remote tools.
- Troubleshoot and resolve issues related to Windows, M365, and end-user devices.
- Manage user accounts, mailboxes, and configurations in Microsoft 365.
- Escalate complex issues to resolver teams and track cases to closure.
- Update knowledge base and documentation with new solutions or product changes.
- Train and support team members on technical topics within your area of expertise.
- Support M365 migration and transition projects.
Requirements
- Diploma in IT or related field.
- At least 2 years of experience in service desk or end-user IT support.
- Strong technical knowledge in Windows OS, Active Directory, and M365.
- Excellent spoken and written English communication skills.
- Hands-on experience with desktops, laptops, tablets, and smartphones.
- Knowledge of VPN, macOS, Wi-Fi, and LAN troubleshooting.
- Familiarity with hardware and peripherals support.
- Certification such as CompTIA A+ (advantage).
- Work on a rotating shift schedule (Mon-Sun, including weekends and public holidays), between 7:30am - 9:00pm, 5 days per week (44 hours/week).
