IT Service Desk Engineer

Respond to and manage incoming IT service requests via Teams chat, email, and helpdesk ticketing system in a timely and efficient manner.

Provide first-line support for IT-related issues, including hardware, software, network connectivity, and peripherals.

Troubleshoot and resolve technical problems, escalating to senior technical staff when necessary.

Install, configure, and maintain software applications and hardware systems as required.

Document all service desk interactions and resolutions within the ticketing system.

Offer remote desktop support to users, ensuring a seamless resolution of issues.

Assist with the onboarding of new employees, including setting up IT equipment, software, and accounts.

Perform routine IT system checks to ensure smooth operation and uptime.

Maintain and update internal knowledge base with troubleshooting steps and solutions.

Monitor and track support requests to ensure prompt follow-up and resolution.

Provide training and support to end-users on software applications and IT best practices.

Collaborate with other IT teams to resolve more complex technical issues and improve internal processes.

Work on-site and adhere to a rotating 24/7 shift schedule, including evenings, nights, weekends, and holidays.

Job Requirement:

Bachelor's degree in IT/Computer Science/Computer Studies.

Proven experience in an IT support or Service Desk role (1-3 years preferred).

Strong technical knowledge of computer hardware, software, operating systems (Windows, macOS, Linux), and networking.

Familiarity with ticketing systems and remote desktop support tools.

Excellent problem-solving and troubleshooting abilities.

Good understanding of IT security best practices and data protection policies.

Exceptional communication skills, both written and verbal.

Ability to manage multiple tasks and prioritize effectively.

Customer service-oriented with a strong desire to help end-users.

Ability to work both independently and as part of a team.

IT-related certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are a plus.

Willingness and ability to work in the office and support 24/7 shift operations, including weekends, nights, and holidays.

Experience with Azure Active Directory and Office 365 administration.

Basic understanding of virtualization technologies (Windows 365 Cloud PC).

Experience supporting remote users and managing remote desktop setups.

Ability to work under pressure and handle high-volume support requests.