IT Service Desk Engineer

As an IT Service Desk Engineer, I will have you respond to IT support requests logged in our helpdesk system. This will involve returning calls to customers, engaging with them directly, responding to helpdesk tickets, and utilizing remote support if necessary. It is crucial that we interact with customers in a professional manner while adhering to our Service Level Agreements (SLAs). Your task will also include setting up new users in Active Directory, Entra, and 365 VOIP phone setup and configuration (training will be provided). You'll document and log all inquiries in the helpdesk system, ensuring each ticket is updated and prioritized appropriately. I expect you to resolve first and second-line tickets, escalating cases to senior engineers when necessary while maintaining adherence to our high service standards and quality benchmarks. You will need to operate both independently and collaboratively within a team setting, providing training and mentoring to staff members and clients when needed. Additional responsibilities involve performing device setup, repair, and upgrade tasks in our workshop, conducting routine system inspections, implementing updates, applying patches as required, reviewing backup logs vigilantly, and addressing any failures proactively. You will also assist with larger projects when required and work alongside the Service Desk Manager.