Service Desk Engineer

The Team

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-line technical assistance for Microsoft-based systems, applications, and identity management tools. You will be the first point of contact for end-users seeking support via phone, email, chat, or ticketing systems. Your role is to resolve basic technical issues, escalate complex problems to higher tiers, and ensure a smooth, secure, and responsive support experience.

This is an English-speaking role in a global support environment; all communication, documentation, and interaction with users will be conducted in English.

The Role

• Respond promptly to incoming support requests via ticketing system, email, chat, or phone.


• Diagnose and resolve basic issues related to:
  
  
  
  • Microsoft Windows OS (Windows 10/11)
  
  
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  
  
  • Active Directory (password resets, account lockouts, group memberships)
  
  
  • Okta Single Sign-On (SSO) and MFA troubleshooting
  
  
  • Printer and network connectivity issues
  
  
  
  


• Accurately categorize, prioritize, and document incidents, troubleshooting steps, and resolutions in the service desk system.


• Escalate unresolved issues to L2/L3 support teams following defined escalation paths.


• Provide clear, step-by-step technical assistance (written and verbal) to users with varying technical skills.


• Assist with user onboarding and offboarding processes, including account setup, access permissions, and identity verification.


• Monitor systems for anomalies or outages and report promptly to relevant teams.


• Follow standard operating procedures, ITIL practices, and security guidelines.


• Meet or exceed SLAs for response and resolution times and maintain high customer satisfaction ratings.

What you’ll bring

Required Qualifications

• Fluency in written and spoken English is required; ability to communicate technical information clearly to non-technical users.


• Diploma, degree, or relevant certifications/experience in IT, Computer Science, or related field.


• Up to 3-4 years of experience in IT support, help desk, or related environment (entry-level candidates with training or certifications will be considered).


• Basic knowledge of Microsoft operating systems, Microsoft 365 applications, and Active Directory.


• Familiarity with Okta or other SSO platforms, including basic identity and access management concepts.


• Understanding of basic networking concepts (IP, DNS, VPN, Wi-Fi).


• Strong troubleshooting, documentation, and problem-solving skills.


• Excellent communication and customer service skills.


• Ability to work in a follow-the-sun support model, including overnight or weekend shifts when required.

Preferred Qualifications

• CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications.


• Experience with ITSM/ticketing tools (ServiceNow, Jira, Freshdesk, or similar).


• Exposure to remote support tools (TeamViewer, AnyDesk, RDP).


• Basic awareness of security and compliance best practices.


• Additional language skills are a plus.

Key Competencies

• Customer-first mindset and empathy in problem resolution.


• Patience, attention to detail, and strong organizational skills.


• Ability to manage multiple tasks and priorities effectively.


• Team collaboration and adaptability in a global, multicultural environment.