Overview
The Service Desk Engineer will support a large organization by providing technical assistance to approximately 2000 end-users across multiple sites. This role involves troubleshooting hardware and software issues, managing service requests, and ensuring adherence to service level agreements while collaborating with a small IT team. The position offers the chance to enhance technical skills in a fast-paced environment.
Responsibilities
- Provide first point of contact technical IT support, both remotely and in-person.
- Support ongoing projects, including laptop build and deployment.
- Ensure timely resolution of issues according to service level agreements and maintain service excellence.
- Log all calls accurately within the IT Service Management (ITSM) tool.
- Respond to service requests such as password resets and account management via the O365 admin portal.
- Maintain Active Directory by managing end-user accounts.
- Perform basic security administration tasks.
- Collaborate with third parties to resolve issues swiftly.
Requirements
- Experience in a technical support role is essential.
- Proficiency in supporting Microsoft Windows Server-based infrastructure.
- Familiarity with Windows 10, Office 365, and Active Directory.
- Basic knowledge of networking concepts (DHCP, DNS, TCP/IP) is beneficial.
- Experience in setting up and administrating endpoints (laptops, desktops, mobile devices).
- Familiarity with ITIL processes including Incident and Change Management; ITIL certifications are preferred.
- Strong communication skills, capable of explaining technical concepts to non-technical users.
- Positive attitude and ability to engage with users at different technical levels.