IT Service Desk Engineer

We are looking for an IT Service Desk Engineer to join our team and provide excellent technical support to our internal and external customers. You will be responsible for resolving a variety of IT issues, ranging from hardware and software problems, network and security issues, cloud and backup solutions, and user support and training. You will also be involved in maintaining and updating client IT infrastructure, systems, and policies.

Responsibilities

• Provide first and second level IT support to external customers via phone, email, chat, and remote access.
• Log, track, and update all IT incidents and requests in the IT Service Management system.
• Analyse, diagnose, and resolve IT issues in a timely and efficient manner.

• Escalate complex or unresolved issues to the appropriate IT team or vendor.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Maintain and update the IT knowledge base and documentation.
• Configure and maintain IT hardware and software, including servers, desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Perform regular backups and restores of data and systems.
• Monitor and maintain the IT network and security, including firewalls, switches, wireless, and VPN.
• Assist in the implementation and administration of cloud-based solutions, such as Entra, Azure, M365, Remote Desktop, and Azure Virtual Desktop
• Assist in the deployment and management of remote devices, using Intune and other tools.
• Provide user training and support on IT systems and applications.
• Participate in IT projects and initiatives.
• Stay updated on the latest IT trends, technologies, and best practices.

Requirements

• Excellent communication skills, both written and oral, with the ability to explain technical concepts to non-technical users
• Attention to detail and a high level of accuracy in troubleshooting and documentation.
• Highly customer focused, with a friendly and professional attitude and a commitment to customer satisfaction
• Experience in IT Service Desk of 5 years or more, preferably in an MSP environment.
• Knowledge and experience of on-premise servers, desktops, firewalls, switches, wireless, and other IT hardware and software
• User support, including printing and application support, for a variety of software and systems, such as Microsoft Office, Adobe, and other business applications.
• Support of VPN and secure remote access for users working from home or on the road
• Experience and familiarity with Entra, Azure, M365, and other cloud-based solutions.
• Experience and familiarity with Remote Desktop and Azure Virtual Desktop, and the ability to set up and manage virtual machines and environments.
• Experience and familiarity with Intune and other remote management tools, and the ability to monitor, update, and secure devices remotely.
• Experience and familiarity with backup solutions, such as Veeam, and the ability to ensure data protection and recovery.