Job Title: IT Service Desk Support Engineer
Key Responsibilities
- Provide first-line IT support for users by troubleshooting hardware, software, network, and application-related issues.
- Manage local IT asset inventory, including laptops, peripherals, accessories, and related equipment.
- Coordinate laptop provisioning, imaging, deployment, and replacement activities.
- Assist with onboarding of new employees by configuring devices, accounts, and providing IT orientation and training.
- Deliver end-user training on IT tools, security best practices, and company technology standards.
- Monitor and resolve Service Desk tickets within agreed SLAs while maintaining high customer satisfaction.
- Coordinate with global IT teams to escalate and resolve complex technical issues.
- Support meeting room technology, printers, AV equipment, and office IT infrastructure.
- Maintain accurate documentation of IT assets, support procedures, and knowledge articles.
- Participate in IT projects and gradually take ownership of light engineering tasks as part of global IT initiatives.
- Ensure compliance with company security policies, software licensing, and IT governance standards.
The replacement resource should have experience in the following areas:
- Microsoft 365 administration and support.
- Hybrid and multi-cloud infrastructure environments.
- Identity, access, and permissions management.
- Strong understanding of security controls and change management.
- Palo Alto firewall knowledge or hands-on experience.
- General infrastructure engineering experience.
- Endpoint/laptop build and user onboarding support.
- Service desk support with the ability to handle hands-on local office needs.
- Ability to troubleshoot independently and escalate appropriately.
- Strong communication, documentation, and collaboration skills.
The client would prefer someone who is:
- More senior, engineering-minded, not just task-oriented and mature in judgment.
- Independent and proactive comfortable working without heavy day-to-day supervision.
- Transparent when mistakes or issues occur.
- Able to lead with ideas and recommendations.
- Willing to perform both higher-level technical work and basic local support tasks.
- Comfortable in a growing, fast-paced environment where processes are still being matured.
Required Qualifications
- Bachelor's degree in computer science, Information Technology, or a related field.
- 7+ years of experience in an IT Service Desk, Desktop Support, or End User Support role.
- Strong knowledge of Windows operating systems and Microsoft 365 applications.
- Experience supporting laptops, desktops, printers, and peripheral devices.
- Knowledge of Active Directory, Microsoft Entra ID (Azure AD), and basic networking concepts.
- Experience with ServiceNow, Jira Service Management, or similar ITSM tools.
- Familiarity with device imaging and deployment processes.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to prioritize multiple support requests in a fast-paced environment.
Preferred Skills
- Experience with Microsoft Intune or endpoint management solutions.
- Basic PowerShell scripting knowledge.
- Experience supporting hybrid or remote work environments.
- ITIL Foundation certification is preferred.
- Exposure to cloud technologies such as Microsoft Azure is an advantage.
