Service Desk Engineer

Key Responsibilities

• Incident Management: Troubleshooting hardware, software, network, and application issues both remotely and in person.

• Account Administration: Managing access rights, unlocking accounts, resetting passwords, and handling onboarding/offboarding tasks.

• Ticket Management: Tracking, prioritizing, and escalating unresolved tickets using IT service management (ITSM) tools (e.g., Jira, ServiceNow).

• Device Management: Configuring, patching, and maintaining computers, laptops, printers, and mobile devices using platforms like Microsoft Intune.

• User Training & Documentation: Creating knowledge base articles and helping users navigate new technologies.

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Essential Technical Skills

• Operating Systems: Advanced proficiency in Windows, macOS, and Linux.

• Identity & Access Management: Understanding of Active Directory and Microsoft Entra ID (Azure AD).

• Cloud & Productivity: Familiarity with Microsoft 365 (formerly Office 365) and Google Workspace.