职位描述

About the Role

The L1 Service Desk Engineer is responsible for addressing client incidents and service requests promptly upon initial contact, aiming to resolve or advance issues effectively. This role ensures each interaction improves the situation by restoring service, maintaining clear communication, accurately documenting issues, and enhancing knowledge resources for easier future resolutions.

Key Responsibilities

Restore client services by resolving incidents and requests within L1 scope using solid technical judgement and troubleshooting skills.
Manage tickets fully within L1 capabilities, resolving or escalating with detailed technical and business context.
Ensure every client communication clearly explains the issue, actions taken, and subsequent steps.
Maintain consistent service by prioritizing tasks thoughtfully, collaborating with peers, and supporting task queue health.
Communicate professionally across channels, translating technical problems into user-friendly language, setting realistic expectations.
Meet personal targets as outlined in performance plans, consistently adhering to L1 standards.
Follow ITIL-based processes for incident and request handling to deliver predictable service.
Escalate issues appropriately and promptly, enabling downstream teams effectively.
Maintain high data integrity, accurate classification, and adherence to workflows.
Utilize and improve existing knowledge base articles to enhance resolution methods.
Comply with documentation, security, and audit protocols by accurately recording work.
Engage in continuous service improvements by identifying process inefficiencies and participating in approved enhancements.
Build technical skills through structured learning and practical experience from handling escalated issues.
Advance professionally or towards leadership in alignment with career development plans.

Required Skills and Qualifications

Minimum 1-2 years frontline technical support experience, capable of troubleshooting independently and communicating solutions to non-technical users.
Proficient with Windows 10/11 environments, Microsoft 365 core apps (Outlook, Teams, OneDrive, SharePoint), and foundational networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
Knowledge of ITSM frameworks like ITIL and experience with ticketing tools such as ServiceNow or equivalents.
Experience using remote support software, Active Directory user management tasks, and basic endpoint administration.
Quick learner with ability to self-study and apply new technologies effectively.
Relevant certifications such as CompTIA A+ or equivalent foundational IT support qualification.
Preferred certifications include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or practical managed services experience.

Personal Attributes

Demonstrates honesty, ownership, and fosters a safe environment for questions and learning from mistakes.
Excellent communicator capable of simplifying technical details and thorough documentation.
Client-focused with patience, professionalism, realistic expectation setting, and follow-through in stressful situations.
Highly accountable, engaging complete ticket ownership and escalating appropriately with full context.
Capable of working autonomously, managing workload, and proactively identifying improvement opportunities.
Displays growth mindset by seeking feedback and using escalations as learning experiences.
Team player sharing knowledge openly, receptive to coaching, and supportive during peak workload periods.
Uses sound judgment in escalations, protects client confidentiality, and aligns decisions with company values.

Additional Information

Spirit Managed Services is now operating under the brand Infotrust. The company offers a variety of services including Offensive and Defensive Security, Compliance, Managed SOC, Secure Modern Workplace, Network Security, Managed IT Support, and Business Automation and IoT solutions. The business focuses on challenges such as ransomware resilience, data breach prevention, security connectivity, regulatory compliance, and cybersecurity awareness.

Contact Details

For applications or inquiries, please reach out to Kristen Brinker at Infotrust via email.

L1 Service Desk Engineer