L-1 Service Desk Engineer

Responsibilities
• Act as the first point of contact for clients, responding to and resolving their inquiries and
issues via phone, email, and chat, while delivering first-line technical support.
• Assist in troubleshooting and resolving issues related to web and mobile applications,
server and storage solutions, network infrastructure, and security systems.
• Identify and escalate complex issues to Level 2 or Level 3 support teams when necessary,
ensuring a seamless and efficient resolution process.
• Log and document all support requests, incidents, and resolutions in the ticketing system.
• Proactively monitor and follow up on pending tickets to ensure timely resolution and
maintain client satisfaction.
• Follow established procedures for incident management, problem-solving, and
escalation.
• Maintain an elevated level of customer satisfaction through effective communication and
problem-solving.
• Assist in the setup and configuration of new hardware and software as part of the overall
solution delivery.
• Monitor and respond to system alerts, performance issues, and security notifications to
prevent potential disruptions.
• Perform routine maintenance tasks such as software updates and backups monitoring.
• Contribute to the creation and maintenance of a knowledge base for common issues and
resolutions.
• Report recurring issues and suggest improvements.
• Identify opportunities for process improvements within the service desk operations.

*Qualifications and Skills: *

• Basic understanding of IT systems, including web and mobile applications, server and
storage solutions, and networking concepts.
• Strong critical thinking and problem-solving skills, with the ability to troubleshoot
technical issues.
• Excellent communication and interpersonal skills, with a customer-focused attitude.
• Demonstrate patience and active listening to ensure clear communication with clients of
varying technical expertise.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Eagerness to learn and grow within the IT field.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are preferred and will be advantageous.

*Technical Skills: *

2-3 years working in a Help Desk or IT support environment
• Microsoft Stack experience (Windows OS, basic Server OS, O365 admin and Office Suite)
• PC hardware support experience
• Basic network troubleshooting for LAN/WAN
• Log tickets and assist end users with technical queries, or escalate to the appropriate team.
• Ability to trouble-shoot and partner with other teams for resolution.
• Manage escalation of tickets to internal or 3rd-party contact points.
• Create accounts and configure hardware as part of onboarding or offboarding processes for
various clients.
• After Hours Monitoring of client environments and action of procedural work
(Troubleshooting, patching, deployment, etc).