L1 Service Desk Engineer
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Job Description
L1 Service Desk Engineer resolving client incidents and requests across Windows, Microsoft 365, networking, and Active Directory. Supporting Satellite Office’s offshore teams serving global brands.
Responsibilities:
- Resolve client incidents and service requests within documented L1 scope
- Own tickets end to end within L1 capability
- Restore service and provide clear communication about actions and next steps
- Triage and escalate issues with complete technical and business context
- Prioritize work, coordinate with peers, and support queue health
- Communicate professionally with clients across all channels
- Handle incidents and requests according to ITIL-based service management processes
- Maintain data quality, classification accuracy, documentation, security, and audit compliance
- Use and improve knowledge articles
- Participate in the CSI framework by identifying process improvements and implementing approved solutions
- Build technical capability through structured learning, hands-on problem solving, and escalation feedback
- Progress technical, professional, or leadership capability along agreed career pathways
Requirements:
- 1–2 years minimum of frontline technical support experience in IT environments
- Ability to troubleshoot common technical issues independently and communicate solutions clearly to non-technical users
- Strong working knowledge of Windows 10/11 desktop environments
- Strong working knowledge of Microsoft 365 core applications: Outlook, Teams, OneDrive, and SharePoint
- Basic networking knowledge: TCP/IP, DNS, DHCP, and connectivity troubleshooting
- Familiarity with ITSM frameworks, preferably ITIL
- Practical experience using ticketing systems such as ServiceNow or equivalent
- Hands-on experience with remote support tools
- Experience with Active Directory user administration, including password resets, account unlocking, and group membership
- Basic endpoint management experience
- Relevant foundational IT support certification such as CompTIA A+ or equivalent
- Ability to learn new technologies quickly through self-directed study, hands-on experimentation, and practical application
- Preferred certifications or experience include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or managed services/MSP experience
- Strong communication, client service, accountability, independent work, collaboration, judgement, integrity, and confidentiality skills
Benefits:
- Learning opportunities, mentoring, and support for career development
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces in premium business hubs
- Opportunities to work directly with international clients and global brands
- Continuous learning and development
- Engaging employee programs
- Vibrant and inclusive workplace culture
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