ENGINEER - Service Desk

Years of Experience: 1-3 Years
Job Summary: We are seeking a dedicated and skilled Service Desk Support Specialist to join our team. The ideal candidate will have a strong background in providing international voice and client-facing support, with expertise in Service Desk operations. This role requires excellent communication and analytical skills, as well as a solid foundation in Level 1 support for various technologies, including Microsoft 365, Active Directory, and VPN solutions.
Responsibilities:
Provide first-level support for incidents and service requests via phone, email, chat, and ticketing tools.
Log, prioritize, and resolve tickets in accordance with ITIL processes.
Perform basic Active Directory tasks, including user management, password resets, and group updates.
Support VPN installation, configuration, connectivity, and authentication troubleshooting.
Deliver end-user support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Conduct basic troubleshooting for Windows and macOS operating systems.
Assist with printer, hardware, and peripheral support.
Perform initial network troubleshooting for LAN, Wi-Fi, and DNS issues.
Escalate complex issues to L2/L3 teams with proper documentation.
Monitor SLAs and manage ticket queues effectively.
Mandatory Skills:
Proven experience in a Service Desk role.
Strong knowledge of Active Directory, VPN, and Microsoft 365.
Familiarity with ITIL processes and ticketing systems.
Excellent communication skills, both verbal and written.
Analytical skills to troubleshoot and resolve issues efficiently.
Preferred Skills:
Experience with O365 DLP, Azure, MDM/Intune, and application support.
Knowledge of basic network troubleshooting techniques.
Experience in a client-facing support role in an international environment.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
1-3 years of experience in a Service Desk or technical support role.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
If you are a motivated individual with a passion for technology and customer service, we encourage you to apply for this exciting opportunity to join our team as a Service Desk Support Specialist.