Job Description
A Service Desk Engineer is an IT professional who provides technical support and assistance to end users and organizations. They are typically the first line of contact for any tech-related issues, and their goal is to resolve problems quickly to minimize disruption.
Key Responsibilities:- Troubleshooting hardware, software, network, and system issues.
- Responding to tickets via phone, email, or a ticketing system (like Jira, ServiceNow, etc.).
- Installing and configuring new hardware and software.
- User account management , such as password resets and access control (often via Active Directory).
- Documenting problems and solutions in knowledge bases.
- Escalating complex issues to higher-level IT staff.
- Knowledge of Windows, macOS, Linux .
- Familiarity with network basics (DNS, DHCP, VPNs).
- Experience with ticketing systems .
- Soft skills like communication , patience , and problem-solving .
- Understanding of ITIL practices (Incident, Problem, Change Management).
- Service Desk Engineer (L1)
- L2/L3 Support Engineer
- Systems Administrator
- Network Engineer or Security Analyst
- IT Manager / Infrastructure Architect
Key skill Required
- Account Management
- Access Control
- Active Directory
- Change Management
- Communication
- Infrastructure
- JIRA
- Linux
- Management
- Security
- ServiceNow
- Soft Skills
- Troubleshooting
