Service Desk Engineer (L1)

Responsibilities

• Provide first-level technical support for managed endpoints, infrastructure, and cloud services.
• Escalate unresolved issues to higher-level engineers while maintaining communication with the client.
• Logand manage service tickets, ensuring all issues are properly documented and prioritized.
• Troubleshoot and resolve basic IT issues, including network connectivity, hardware, and software configurations.
• Handle user account management tasks, including password resets and account unlocks.
• Provide remote desktop support to users across various devices and platforms.
• Maintain and update the knowledge base with troubleshooting solutions.
• Ensure that all issues are resolved within defined SLAs.
• Contribute to process improvements and documentation updates to enhance service efficiency.
• This role involves rostered shift rotations

Experiences:

• 1-3years of experience in a service desk or IT support role.
• Experience in troubleshooting and resolving common IT issues (network, hardware, and software).
• Familiarity with managed services environments.
• Experience in user account management and remote desktop support tools.

Technical Skills:

• Basic knowledge of network infrastructure (IP configurations, network troubleshooting).
• Proficiency in operating systems (Windows, macOS) and endpoint management.
• Experience with Active Directory or similar user management tools.
• Familiarity with remote desktop tools (AnyDesk).
• Understanding of Microsoft 365, Google Workspace services.

Qualifications:

• Minimum qualification of NITEC in an IT-related discipline, demonstrating a foundational understanding of IT concepts and systems.
• Relevant certifications (ITIL, CompTIA A+ and Microsoft 365 Certified: Modern Desktop Administrator,)