The Service Desk Engineer serves as a Subject Matter Expert (SME) within the service desk team, acting as the primary escalation and knowledge point for assigned products, applications, or domains. The role provides Level 1 IT support via phone and remote tools and is responsible for supporting and administering Microsoft 365 (M365) environments, including user management, mailbox configuration, and issue resolution across M365 services.
Service Desk & Incident Support
- Provide First Call Resolution (FCR) support via phone, email, and remote access tools
- Perform Level 1 troubleshooting, incident classification, prioritization, and escalation to resolver groups when required
- Maintain end-to-end ownership of incidents until closure with accurate documentation
- Provide timely and clear status updates to end users and stakeholders
- Manage customer expectations and escalate surge or critical issues to the Team Lead
- Microsoft 365 Administration & Support
Support, troubleshoot, and administer Microsoft 365 ecosystem, including:
- Outlook, Office Apps
- Teams, OneDrive, SharePoint
- Copilot
- Intune (basic device/app support)
- Manage user accounts, mailboxes, licenses, and access using M365 Admin portals
- Monitor service health and respond to M365-related incidents
Knowledge Management & Collaboration
- Act as SME by liaising with Level 2/Resolver teams on product issues and enhancements
- Train and mentor service desk team members within the assigned area of focus
- Update and maintain knowledge base and shared repositories with documented fixes and changes
Project-Specific Responsibilities
- Provide M365 incident support during transition, migration, or onboarding projects
- Assist with documentation, knowledge transfer, and operational handover for new M365 deployments
- Support troubleshooting and stabilization activities post-migration
Essential Qualifications
- Diploma with minimum 2 years of end-user support or service desk experience
Hands-on experience supporting:
- Desktops, laptops, tablets, and smartphones
- Windows OS and Active Directory
- Microsoft 365 applications and services
Preferred Skills & Experience
- VPN and macOS support knowledge
- Strong understanding of hardware, peripherals, and accessories
- Experience supporting Wi-Fi and LAN connectivity
Familiarity with:
- M365 Admin Center (Users, Licenses, Service Health)
- Exchange, Teams, SharePoint Admin Centers
- Entra ID (Azure AD) - user management, MFA, sign-in logs (read-only)
- Intune Portal - device and application fundamentals
Please refer to U3's Privacy Notice for Job Applicants/Seekers at When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.
