IT Service Desk Engineer

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Position Overview:

The IT Helpdesk Engineer acts as the first point of contact for IT support, managing incidents and service requests through an ITSM system while ensuring timely resolution in line with SLAs. The role involves troubleshooting Windows and macOS devices, supporting Microsoft 365, and administering user accounts via Active Directory/Entra ID. It requires diagnosing and resolving network, hardware, and software issues, as well as supporting end-user devices and peripherals.

Responsibilities within the team:

• Incident and Request Management:

  • Act as the primary point of contact for IT support via phone, ticketing system, and walk-up;

  • Record, classify, prioritise, and resolve incidents and service requests in the ITSM tool in line with defined SLAs;

  • Perform structured troubleshooting and drive incidents to resolution within your technical scope;

  • Escalate to L2 Support with complete, high-quality handovers: symptoms, impact, steps already taken, urgency;

  • Confirm resolution with end users before closure and document root cause and fix.

• Technical Support:

  • Troubleshoot and repair Windows and macOS workstations and laptops (hardware and software);

  • Support business applications, Microsoft 365, and standard productivity software;

  • Administer user accounts: onboarding/offboarding, password resets, group membership, access requests (Active Directory / Entra ID);

  • Diagnose connectivity issues across LAN, Wi-Fi, and VPN at the client side;

  • Support printers, mobile devices (MDM-enrolled), and peripherals;

  • Perform software installations, imaging/deployment, and patching of end-user devices;

  • Respond to basic monitoring alerts and perform first-level checks before escalation;

  • Carry out on-site interventions, including hardware replacement.

• On-Call Duties (Optional):

  • Participate in the weekly L1 on-call rotation (weekday evenings/nights, weekends, and public holidays per the published schedule);

  • Remain reachable by phone during assigned rotations and respond within defined SLA targets;

  • Perform remote and, where required, on-site interventions outside business hours;

  • Execute structured handovers at the end of each rotation.

  Senior-Level Contributions:

  • Mentor and coach junior helpdesk staff; act as a technical reference point for the team;

  • Create and maintain knowledge base articles, runbooks, and troubleshooting guides;

  • Identify recurring incidents and propose permanent fixes or improvements (problem management input);

  • Contribute to IT projects: rollouts, migrations, office moves, hardware refresh cycles;

  • Help refine support processes, SLA adherence, and customer satisfaction.

Facing the challenges of the role requires:

• 3–5+ years of hands-on experience in an IT helpdesk/service desk/desktop support role, ideally in a corporate environment supporting 200+ users;

• Proven track record of working within an ITSM framework (incident, request, and escalation processes) and meeting SLAs;

• Prior participation in on-call or after-hours support is a strong advantage;

• Fluency in English.

Technical Skills:

• Strong Windows 10/11 and MacOS administration and troubleshooting skills;

• Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive basics);

• Active Directory and/or Entra ID user and group administration;

• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN clients, Wi-Fi troubleshooting;

• Experience with device imaging/deployment tools (e.g., Intune, SCCM/MECM, Autopilot) is a plus;

• Mobile device management (Intune, or similar MDM);

• PC hardware diagnostics and repair;

• Ticketing/ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar);

• Basic scripting (PowerShell) for routine automation is a plus.

Soft Skills:

• Excellent customer service orientation and clear communication with non-technical users, including under pressure;

• Structured, methodical troubleshooting approach with strong documentation discipline;

• Ability to prioritise independently in a high-volume environment and judge business impact accurately;

• Reliability and accountability - essential for on-call duties;

• Team player willing to share knowledge and support colleagues.

Certifications (preferred, not mandatory):

• CompTIA A+ / Network+

• Microsoft certifications (MD-102, MS-900, AZ-900 or equivalent)

• ITIL 4 Foundation

Other Requirements

• Valid driver's license and ability to reach company sites for on-site interventions during on-call duty.