Service Desk Engineer

Provide Level 1 technical support through phone, email, chat, and ticketing systems.

Log, categorize, prioritize, and track incidents and service requests.

Troubleshoot and resolve issues related to:

Windows operating systems

Microsoft 365 applications

Outlook, Teams, OneDrive, and SharePoint

Printers and peripherals

Basic network connectivity

Perform user account administration in Active Directory and Azure AD.

Support password resets, access requests, and mailbox management.

Escalate unresolved issues to Level 2/Level 3 support teams.

Monitor ticket queues and ensure SLA compliance.

Maintain accurate documentation of incidents, resolutions, and knowledge articles.

Assist in onboarding and offboarding activities.

Follow ITIL-based Incident, Request, and Problem Management processes.