IT Support Engineer (Service Desk)

About the role

As an IT Support Engineer on the Service Desk, you will be the first point of contact for employees across multiple regions, ensuring that technology enables productivity rather than hindering it. You will handle a variety of hardware, software, and access issues while maintaining high service standards.

Key responsibilities

• Provide first‑line technical support to end users and log all activities in Jira.
• Register, categorize, prioritize, and track incidents and service requests.
• Troubleshoot and resolve standard hardware, software, email, and workplace support issues.
• Escalate complex cases to specialized teams when necessary.
• Maintain clear communication with users and provide timely status updates.
• Ensure compliance with SLAs, internal processes, and security requirements.
• Update internal documentation and contribute to IT projects and initiatives.

Required profile

• Minimum 1 year of experience in a similar support role.
• Strong communication skills and ability to work under pressure.
• Intermediate English proficiency.
• Experience in customer service and multitasking in a fast‑paced environment.
• Familiarity with basic network concepts and directory services (AD, DHCP, DNS).
• Basic email troubleshooting skills.
• Hands‑on experience with Windows 11 and macOS troubleshooting.

Required skills

• Jira ticketing system
• Active Directory (AD)
• DHCP and DNS
• Hardware troubleshooting
• Software troubleshooting
• Email troubleshooting
• Windows 11
• macOS