Service Desk Engineer

Key Responsibilities

• Provide first- and second-level technical support for hardware, software, and network-related issues.
• Respond to and resolve IT service requests within established service level agreements (SLAs).
• Install, configure, maintain, and troubleshoot desktop systems, laptops, printers, and peripheral devices.
• Monitor and ensure security software, antivirus solutions, and system updates are deployed and maintained.
• Maintain accurate inventories of IT hardware, software licenses, and technology resources.
• Support remote users and branch offices by diagnosing and resolving technical issues remotely.
• Create, update, and close service tickets, ensuring all incidents and requests are properly documented.
• Prepare detailed resolution notes and maintain records for future reference and knowledge sharing.
• Develop and update IT documentation, standard operating procedures (SOPs), and knowledge base articles.
• Conduct regular inspections of systems, network equipment, and IT infrastructure to ensure optimal performance.
• Collaborate effectively with internal teams while also managing assigned tasks independently.
• Participate in after-hours and on-call support activities when required.
• Perform additional IT-related duties as assigned by management.

Requirements

• Diploma or higher qualification in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline.
• Minimum 3 years of experience in a Windows support, technical helpdesk, or IT support environment.
• Hands-on experience with Service Desk and Technical Helpdesk operations.
• Working knowledge of networking concepts, including TCP/IP, LAN, WAN, ADSL, and VPN technologies.
• Experience administering and supporting Active Directory, Group Policy, DNS, and DHCP services.
• Proficiency in Microsoft Office applications and end-user support.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Proven ability to troubleshoot and resolve complex hardware, software, and network issues.
• Strong analytical, problem-solving, communication, and customer service skills.
• Ability to work independently and collaboratively within a team environment.
• Willingness to travel to branch locations and provide onsite support when required.