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