Job Summary:
We are seeking a proactive and customer-focused Level 1 IT Service Desk Engineer to join our IT support team. This role is the first point of contact for all IT-related issues and requests, providing first-line technical support to end-users across the organisation. The ideal candidate will have a strong foundation in Active Directory and Office 365, with a passion for troubleshooting and delivering excellent customer service.
Key Responsibilities:
1. Serve as the first point of contact for users seeking technical assistance via face to face interactions, phone, email, or ticketing system.
2. Troubleshoot and resolve issues related to: Active Directory (, password resets, account lockouts, user provisioning) Office 365 (, Outlook, Teams, OneDrive, SharePoint access and configuration) - Line of Business Applications
3. Log, track, and manage incidents and service requests in the ITSM system.
4. Escalate unresolved issues to Level 2/3 support teams as necessary.
5. Provide basic support for hardware (laptops, desktops, mobile devices, printers) and software applications.
6. Assist with onboarding and offboarding processes, including account setup and equipment preparation.
7. Maintain documentation of common issues and solutions in the knowledge base.
8. Follow IT policies, procedures, and security protocols.
Required Skills & Experience:
9. 1+ years of experience in a similar IT support or helpdesk role.
10. Working knowledge of: - Active Directory (user management, group policies, permissions)
11. Office 365 (Exchange Online, Teams, OneDrive, SharePoint)
12. Familiarity with Windows 10/11 and basic networking concepts.
13. Excellent communication and interpersonal skills.
14. Ability to work independently and as part of a team in a fast-paced environment.
15. Strong problem-solving and time management skills.
Desirable Qualifications:
16. ITIL Foundation certification or knowledge of ITIL practises.
17. CompTIA A+, Microsoft 365 Fundamentals, or similar certifications.
18. Experience with remote support tools.
19. Exposure to ITSM systems
What We Offer:
20. A supportive and collabourative team environment.
21. Opportunities for training and career development.
22. Competitive salary and benefits package.