IT Service Desk Engineer

Overview

Our client, a well-established organization, is looking for an experienced IT Service Desk Engineer to join their internal IT team permanently. This role focuses on providing excellent technical assistance to end users, managing essential IT infrastructure, and ensuring the reliability of critical business systems.

Key Responsibilities

• Deliver first and second-level support to users across various business sites, maintaining excellent customer service standards.
• Handle, prioritize, and resolve incidents and service requests for the IT Service Desk within agreed service levels.
• Administer Microsoft 365 ecosystems, including Exchange Online, Azure Active Directory, and on-premises Active Directory.
• Deploy and support hardware, software, and peripheral devices aligned with organizational policies.
• Manage endpoint devices using Microsoft Intune, including enrolment, configuration, and compliance monitoring.
• Provide support for Windows desktop environments, email platforms, printing devices, and multiple business applications.
• Assist in managing SharePoint Online, OneDrive, and collaboration tools.
• Create and update technical documentation, user manuals, and operational procedures.
• Install, configure, and troubleshoot specialized software applications as needed.
• Administer and support mobile devices across iOS and Android systems.
• Participate in continuous improvement efforts to enhance IT processes and user experience.
• Support backup management and business continuity initiatives when required.

Experience and Skills Required

• At least three years in an IT Service Desk, Desktop Support, or IT Support Engineer capacity.
• Solid expertise in supporting Microsoft Windows desktop systems.
• Hands-on experience with Microsoft Active Directory and Azure Active Directory, particularly in hybrid setups.
• Proficiency in administering Microsoft Intune and managing endpoint devices.
• In-depth knowledge of Microsoft 365 services including Exchange Online, Office applications, SharePoint Online, and OneDrive.
• Fundamental understanding of TCP/IP networking, including IP addressing and basic troubleshooting.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Effective communication skills capable of assisting both technical and non-technical users.
• Ability to multitask and prioritize multiple support issues efficiently.
• Experience in developing and maintaining technical documentation.

Preferred Qualifications

• Microsoft Azure or other relevant Microsoft certifications.
• Familiarity with data backup and recovery technologies.
• Experience with PowerShell scripting and automation.
• Knowledge of project delivery and IT change management practices.
• Understanding of ITIL or similar IT service management frameworks.
• Experience managing mobile device management solutions.
• Awareness of cloud technologies and modern workplace solutions.
• Experience in a multi-site or international business environment.

Education

A tertiary degree in Information Technology, Computer Science, or related fields is required. Relevant Microsoft or other industry certifications are advantageous.

Working Conditions and Benefits

• Permanent, full-time employment.
• Work schedule from Monday to Friday.
• Competitive salary and annual leave benefits.
• Pension plan enrollment.
• Opportunities for professional growth and training.
• Experience working with current Microsoft technologies.
• Supportive and team-oriented workplace atmosphere.