BPO - Service Desk Engineer (Hybrid Setup)

About the Role

We are seeking a Service Desk Engineer to provide advanced technical support and contribute to the stability and efficiency of IT services. This role is ideal for professionals with strong troubleshooting skills and hands-on experience in enterprise IT environments.

Key Responsibilities

• Provide second-level technical support for hardware, software, systems, and network-related issues

• Investigate, diagnose, and resolve escalated incidents and service requests

• Administer and support user accounts, groups, and access controls

• Support enterprise tools such as Active Directory, O365, VPNs, and endpoint management solutions

• Identify recurring issues and contribute to root cause analysis and documentation

• Collaborate with internal teams to ensure timely resolution of issues

• Maintain accurate technical documentation and knowledge base articles

• Adhere to ITIL processes, SLAs, and service desk best practices

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field

• 2+ years of experience in IT service desk or technical support roles

• Strong experience with Windows/Mac OS, hardware, and networking fundamentals

• Hands-on experience with Active Directory, O365, and ticketing systems

Preferred Skills

• Experience supporting enterprise or multi-client environments

• Knowledge of ITIL framework and incident/problem management

• Strong analytical and troubleshooting skills

• Relevant certifications (ITIL, CompTIA, Microsoft) are a plus