Service Desk Engineer

We are seeking Service Desk Engineer to provide first-line technical support to our clients. you will be responsible for handling incoming service requests, performing basic troubleshooting, and escalating complex issues when necessary. This role merges service desk and L1 engineer functions, requiring a mix of technical troubleshooting, customer service, and process management skills. You will work closely with the Service Desk Manager and the technical team to ensure client issues are resolved efficiently and effectively.
Responsibilities

• Provide first-level technical support for managed endpoints, infrastructure, and cloud services.
• Escalate unresolved issues to higher-level engineers while maintaining communication with the client.
• Log and manage service tickets, ensuring all issues are properly documented and prioritised.
• Troubleshoot and resolve basic IT issues, including network connectivity, hardware, and software ...