Service Desk Engineer

Key Responsibilities:

• Provide L1/L2 technical support for desktops, laptops, printers, operating systems, and mobile devices.

• Troubleshoot and resolve hardware and software issues remotely or onsite.

• Respond to and resolve tickets, incidents, and service requests within defined SLAs using ITSM tools (e.g., ServiceNow, BMC, Freshservice).

• Support user accounts, permissions, and group policies via Active Directory and Microsoft 365.

• Install, configure, and maintain approved software and operating systems (Windows/Mac/Linux).

• Set up and support VPN, email clients, remote access, and network connectivity for users.

• Handle password resets, access issues, printer setups, and basic network troubleshooting.

• Document all support interactions and solutions clearly and completely in the ticketing system.

• Escalate complex issues to the appropriate L3 or infrastructure teams with clear documentation.

• Maintain compliance with IT policies, security standards, and change management protocols.

• Support onboarding/offboarding processes, including account provisioning and equipment setup.