Service Desk Engineer – IT Help Desk Support

About the role

We are looking for a Service Desk Engineer to provide first‑line technical support for our clients. You will handle incoming service requests, perform basic troubleshooting, and ensure issues are resolved within SLA while collaborating with the Service Desk Manager and technical team.

Key responsibilities

• Provide first‑level support for managed endpoints, infrastructure, and cloud services.
• Log, prioritize, and manage service tickets with accurate documentation.
• Troubleshoot network connectivity, hardware, and software configuration issues.
• Handle user account tasks such as password resets and account unlocks.
• Deliver remote desktop support across Windows and macOS devices.
• Escalate unresolved problems to higher‑level engineers while keeping clients informed.
• Maintain and update the knowledge base with proven solutions.
• Contribute to process improvements and documentation updates.

Required profile

• 1‑3 years of experience in a service desk or IT support role.
• Experience in a managed‑services environment.
• Strong verbal and written communication with a client‑focused mindset.
• Ability to manage time, prioritize tasks, and work collaboratively.

Required skills

• Basic network troubleshooting (IP configuration, connectivity checks).
• Proficiency with Windows and macOS operating systems.
• Active Directory or similar user‑management tools.
• Remote desktop tools (e.g., AnyDesk).
• Microsoft 365 and Google Workspace administration.

What we offer

• Opportunity to work closely with experienced engineers.
• Professional development through certifications (ITIL, CompTIA A+, Microsoft 365).
• Dynamic environment focused on continuous improvement.