Service Desk Engineer (Level 1)

About the role

The Level 1 Service Desk Engineer is the first point of contact for all IT‑related queries within the organization. You will provide initial troubleshooting, resolve routine hardware and software incidents, and handle user access requests while ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log incidents and service requests via phone, email, chat or self‑service portal.
• Perform first‑line triage, diagnosing and fixing standard hardware, software, VPN, Wi‑Fi and printing issues.
• Maintain SLA compliance by updating tickets promptly in the ITSM tool.
• Manage user accounts, group memberships and distribution lists in Active Directory, Microsoft 365 and Google Workspace.
• Execute password resets, MFA token configuration and basic remote software deployments.
• Escalate complex or high‑severity tickets to Level 2/3 with detailed notes.
• Identify major incidents and alert management according to established procedures.
• Contribute to the knowledge base by creating or updating KB articles.
• Educate end‑users on self‑service options and security best practices.

Required profile

• 2–5 years of IT support experience in a corporate environment.
• High school diploma or equivalent; higher education (associate or bachelor) is a plus.
• Strong communication skills in English, both verbal and written.
• Ability to stay organized, prioritize tasks and work under pressure.

Required skills

• Windows 10/11, macOS and Linux operating systems.
• Microsoft 365 core applications (Outlook, Teams, SharePoint, Office, OneDrive).
• Active Directory and Google Workspace user management.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN clients).
• Ticketing platforms such as ServiceDesk.
• Multi‑factor authentication configuration.