Service Desk Engineer

• Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 environment.
• Log, classify, prioritise, and resolve issues within defined SLAs.
• Troubleshoot hardware, software, network, login/access, and Office 365-related problems.
• Perform account management tasks such as password resets, access setup, and software installations.
• Escalate unresolved issues to higher support levels with clear documentation.
• Provide users with timely updates, guidance, and standard solutions.
• Maintain accurate ticket records and contribute to the knowledge base.
• Follow IT policies, security standards, and operational procedures.

Skills & Qualifications

• Hand on experience in an IT Service Desk / EndUser Support role (or equivalent).
• Handson with Okta, VPN/Global Protect, Microsoft Teams, BitLocker.
• Strong understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Fresh service).
• Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution.
• Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates.
• Excellent customer service, communication, documentation, and time management skills.
• Familiarity with ITSM/ITIL processes (ITIL certification is a plus).