ENGINEER - Service Desk

Service Desk Support Specialist

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.

Service Desk