Service Desk Engineer

Role Overview

We are seeking a proactive and customer-centric Service Desk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance.

Key Responsibilities

Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications

Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity

Manage incident and service request tickets via ITSM tools with full documentation

Perform user account administration in Active Directory and Azure AD

Support onboarding, offboarding, and asset deployment activities

Escalate complex technical issues to infrastructure and application teams

Maintain strong communication with users on ticket status and resolution progress

Ensure compliance with security, audit, and operational procedures

Participate in shift rotation and standby support when required

Required Technical Skills

Strong troubleshooting experience in Windows 10 and 11 environments

Hands-on exposure to Microsoft 365, Outlook, Teams, and OneDrive

Basic network knowledge including LAN, WAN, DNS, and VPN

Familiarity with ITSM platforms such as ServiceNow, Remedy, or equivalent

Basic knowledge of Active Directory and endpoint management tools

Experience supporting hardware, printers, and mobile devices

Qualifications and Experience

Diploma or Degree in Information Technology or related discipline

Minimum 1 to 3 years of service desk or IT support experience

Fresh graduates with strong technical aptitude are welcome to apply

Core Competencies

Strong customer service and communication skills

High sense of ownership and accountability

Ability to thrive in fast-paced support environments

Structured problem solving and documentation discipline

Team-oriented with strong learning agility

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