Service Desk Engineer

We are looking for a Service Desk Support Engineer to support our customers across cloud, cybersecurity, backup, network, and end-user IT environments. This role is suitable for someone who enjoys troubleshooting, communicating with customers, managing tickets properly, and learning across different technologies. The role will also involve simple technical presales support, such as understanding customer requirements, preparing basic solution recommendations. Most support work can be handled remotely, with occasional onsite visits to customer sites when required. Key Responsibilities Provide remote IT support to customers for day-to-day technical issues. Troubleshoot Microsoft 365, Windows, email, Wi-Fi, endpoint, and basic network-related issues. Support and perform basic administration for Microsoft 365 and Microsoft Azure environments. Assist with backup monitoring, troubleshooting, and recovery tasks using Acronis. Support endpoint protection and security-related issues involving Sophos. Assist with firewall, VPN, and network support involving Fortinet solutions. Update, track, and manage service tickets clearly and promptly. Coordinate with customers, internal teams, and vendors to ensure timely issue resolution. Escalate complex issues when required and follow through until closure. Prepare and update simple procedures, guides, and technical documentation. Attend onsite support visits when remote support is not sufficient. Assist in simple technical presales activities, including understanding customer requirements, gathering technical information, and recommending suitable solutions. Support the preparation of basic proposals, renewal recommendations, and solution comparisons. Work with vendors or distributors to obtain product information and technical clarification when required. Perform other reasonable duties assigned by management. Requirements Experience in IT service desk, desktop support, or managed IT support is preferred. Basic working knowledge of Microsoft 365, Windows, email, networking, and endpoint support. Familiarity with Microsoft 365, Acronis, Sophos, Fortinet, or Microsoft Azure will be an advantage. Able to communicate clearly with customers and internal team members. Able to understand customer needs and translate them into simple technical recommendations. Able to manage tickets, follow up properly, and take ownership of assigned tasks. Good troubleshooting mindset and willingness to learn new technologies. Responsible, organized, and able to work with minimal supervision. Comfortable working in a fast-moving support environment. Able to travel to customer sites when required. Work Arrangement Remote-first work arrangement, with the flexibility to work from the office when preferred. Occasional onsite customer support may be required. Working hours: Monday to Friday, 9.00am to 6.00pm. Standby duties may be required depending on operational needs. What We Offer Exposure to real customer environments across cloud, security, backup, and network technologies. Opportunity to learn both technical support and basic presales. Learning and advancement opportunities. Supportive and practical working environment.