Service Desk Engineer

Academic & Professional Qualifications

Bachelor's degree in computer science, Information Systems, Engineering, or equivalent.

Experience

2-3 years of experience providing first level IT support remotely over the phone and remote tools in a service desk environment. Skills and Requirements

Strong problem-solving abilities to diagnose and resolve customer issues.

Excellent written and verbal communication skills, with a keen focus on effective customer service.

Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients.

Hands-on experience with Microsoft Operating Systems and the Office suite.

Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration.

Knowledge of IT Service Management principles.

Knowledge of fundamental IT security principles.

Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset.

Proficiency in Microsoft Active Directory, Exchange, and O365.

Preferred: Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience.

Preferred: Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills.

Preferred: ITIL V4 Foundation certification.

Preferred: Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.