Service Desk Engineer

JD :

• The engineer will log, categorize, prioritize, and manage incoming incidents and service requests received via phone, email, and chat channels.
• The engineer will provide first-level technical support for password resets, account access issues, software installation and configuration, and basic troubleshooting of operating systems and applications.
• The engineer will communicate clearly and professionally with end users and provide timely updates on ticket status and resolution progress.
• The engineer will escalate unresolved or complex issues to L2 support teams or appropriate resolver groups within defined timelines.
• The engineer will create, update, and maintain knowledge base articles and solution documentation, contributing a minimum of five knowledge articles per week to support knowledge sharing and shift-left initiatives.
• The engineer will ensure all tickets are resolved within agreed Service Level Agreements and will follow up with users to confirm resolution and satisfaction.
• The engineer will identify, prioritize, and resolve compliance-related tickets within five working days.
• The engineer will provide hands-on support for Microsoft OneDrive, Intune, Teams, and O365 applications, as well as macOS platforms including Mojave, High Sierra, and Catalina
• . The engineer will perform remote software installations and provide basic endpoint support.
• The engineer will demonstrate working knowledge of SCCM at a basic level, along with VPN technologies and fundamental networking concepts.

• The candidate must hold a bachelor's degree in computer science, Information Technology, or a related field.
• IT-related certifications such as CompTIA A+ are considered an advantage.
• The candidate must have a minimum of five years of experience in a technical support or service desk role.
• Strong verbal and written communication skills with excellent customer-handling abilities are required.
• The candidate must demonstrate proven problem-solving and analytical skills.
• Experience in PC support, basic networking concepts, and Microsoft productivity tools such as MS Office and Outlook are required.
• The candidate must have a basic understanding of Windows and macOS operating systems.
• Familiarity with IT service management concepts and operational frameworks such as ITIL are required.
• The candidate must be comfortable working in a 24/7 shift-based environment and capable of handling multiple tasks in a fast-paced setting.
• The ideal candidate will be self-motivated, detail-oriented, and committed to delivering high-quality customer support.