Service Desk Engineer (L1)

Responsibilities Provide first-level technical support for managed endpoints, infrastructure, and cloud services. Escalate unresolved issues to higher-level engineers while maintaining communication with the client. Logand manage service tickets, ensuring all issues are properly documented and prioritized. Troubleshoot and resolve basic IT issues, including network connectivity, hardware, and software configurations. Handle user account management tasks, including password resets and account unlocks. Provide remote desktop support to users across various devices and platforms. Maintain and update the knowledge base with troubleshooting solutions. Ensure that all issues are resolved within defined SLAs. Contribute to process improvements and documentation updates to enhance service efficiency. This role involves rostered shift rotations Experiences: 1-3years of experience in a service desk or IT support role. Experience in troubleshooting and resolving common IT issues (network, hardware, and software). Familiarity with managed services environments. Experience in user account management and remote desktop support tools. Technical Skills: Basic knowledge of network infrastructure (IP configurations, network troubleshooting). Proficiency in operating systems (Windows, macOS) and endpoint management. Experience with Active Directory or similar user management tools. Familiarity with remote desktop tools (AnyDesk). Understanding of Microsoft 365, Google Workspace services. Qualifications: Minimum qualification of NITEC in an IT-related discipline, demonstrating a foundational understanding of IT concepts and systems. Relevant certifications (ITIL, CompTIA A+ and Microsoft 365 Certified: Modern Desktop Administrator,)