Job Title : Service Desk Engineer

Experience : 3 to 5 years

Certification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificates

Responsibilities :

• Serve as the first line of support for end-user technical issues via phone, email, or ticketing system. 
• Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.). 
• Assist with user account management in Microsoft 365 (password resets, license assignments, mailbox permissions). 
• Provide basic support for network connectivity issues (Wi-Fi, VPN, DNS, IP configuration). 
• Escalate complex issues to appropriate teams while maintaining ownership until resolution. 
• Document incidents, solutions, and procedures in the knowledge base and ITSM Ticketing tool. 
• Educate users on best practices and self-service tools. 
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.

Mandatory:

• 3 years of experience in a Service Desk or IT Support role. 
• Strong knowledge of Microsoft Office 365 suite and admin portal. 
• Familiarity with Active Directory, Exchange Online, and Teams administration. 
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN). 
• Experience with ticketing systems (e.g., ServiceNow, Service Desk Plus) 
• Excellent communication and interpersonal skills. 
• Ability to multitask and prioritize in a fast-paced environment
• Microsoft certifications (e.g., MS-900, MD-102, AZ-900) are a plus