IT Service Desk Engineer

• Troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Communicate with clients, build rapport, manage expectations, and ensure positive outcomes
• Manage and prioritize the ticket queue
• Handle warm-transfer escalations
• Create and refine knowledge-base documentation
• Liaise between clients and vendors to drive incident resolution
• Participate in weekly meetings and team-led trainings
• Uphold accountability, proactive service, and high-quality customer support

• Hands-on expertise troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP
• Knowledge of advanced networking principles
• Ability to troubleshoot firewalls, switches, and Wi-Fi
• Excellent customer service skills and ability to build trust and defuse difficult situations
• Experience creating extensive internal documentation
• Experience with remote access solutions such as Remote Desktop and RemoteApps
• Eagerness to learn and collaborative spirit

• Access to world-class tools and useful documentation
• Team-led training and exposure to cutting-edge technology
• Opportunities for professional growth
• Support for professional development and career growth
• Collaborative culture where employee voices and ideas are valued