Service Desk Support Engineer

We are looking for a customer-focused Service Desk Support Engineer to provide technical assistance to end users in a corporate IT environment. The ideal candidate should have experience supporting Mac or Windows operating systems, handling IT service requests, managing incidents through a ticketing system, and troubleshooting hardware, software, and access-related issues.

Responsibilities:

• Provide Level 1 service desk support to end users via phone, email, chat, or ticketing systems.
• Troubleshoot technical issues related to macOS or Windows operating systems.
• Log, categorize, prioritize, track, and resolve incidents and service requests using IT ticketing tools.
• Support laptops, desktops, printers, peripherals, and standard business applications.
• Assist users with password resets, account lockouts, MFA, and access-related issues.
• Troubleshoot connectivity issues involving Wi-Fi, VPN, and basic network access.
• Support software installation, configuration, updates, and application troubleshooting.
• Escalate complex or unresolved issues to the appropriate technical teams in accordance with SLA requirements.
• Maintain accurate ticket documentation and communicate status updates to end users.
• Follow IT service management processes, security policies, and standard operating procedures.
• Deliver professional customer service while ensuring timely incident resolution and user satisfaction.

Requirements:

• Experience in IT Service Desk, Desktop Support, or Technical Support.
• Hands-on knowledge of macOS or Windows OS; experience with both is an advantage.
• Experience using ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.
• Basic knowledge of Active Directory, Microsoft Entra ID, user account management, and password resets.
• Familiarity with Microsoft 365 applications, email, collaboration tools, and endpoint troubleshooting.
• Basic understanding of networking concepts, VPN connectivity, DNS, and Wi-Fi troubleshooting.
• Strong communication, troubleshooting, and customer service skills.
• Ability to prioritize tickets, manage multiple requests, and meet defined SLAs.
• Willingness to work in a team-oriented, fast-paced corporate environment.

Nice To Have:

• Experience supporting enterprise users in a financial services or corporate environment.
• Familiarity with ITIL incident and request management processes.
• Experience with endpoint management tools such as Microsoft Intune, Jamf, or similar platforms.
• Knowledge of remote support tools and endpoint security practices.

Key Competencies:

• Customer-focused approach.
• Strong analytical and problem-solving skills.
• Clear verbal and written communication.
• Attention to detail and accurate ticket documentation.
• Effective prioritization and escalation.
• Professionalism and adherence to IT security policies.