ENGINEER - Service Desk

Job description

**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