Service Desk Engineer

Service Desk cum Desktop Engineer is a hybrid IT role. You act as the single point of contact for end-users, remotely resolving Level-1 and Level-2 issues while traveling onsite to fix local hardware. They manage everything from user access and ticketing to physical hardware repairs

• Service Desk (Remote Support): Act as the primary interface for users, logging, prioritizing, and managing tickets in tools like ServiceNow or Jira Service Desk.
• Desktop Support (Onsite/Physical): Troubleshoot and repair hardware (laptops, desktops, printers), configure peripherals, and manage IT asset inventory.
• System Administration: Manage user accounts and access controls via Active Directory. Handle basic Microsoft 365 or Google Workspace administration.
• Network & Security: Perform basic network troubleshooting (TCP/IP, Wi-Fi, VPN, DNS, DHCP). Apply and monitor antivirus updates and compliance.

• Operating Systems: Windows 10/11, macOS, and basic Linux distributions.
• Tools & Systems: Active Directory, Microsoft 365, Ticketing systems, Mobile Device Management (MDM).
• Hardware: Motherboards, RAM, storage upgrades, and multifunction printer setups.
• Networking: Wi-Fi troubleshooting, LAN/WAN setup, and configuring VPN clients
• Education: Bachelor’s degree in IT, Computer Science, or equivalent diploma (BCA/BSc IT).
• Experience: Typically 0 to 4 years of experience, often starting at Level-1 and advancing to Level-2.
• Certifications: Industry certifications are highly valued for career growth. Look into CompTIA A+ and ITIL Foundations.