Service Desk Engineer - L1

About the role

The Service Desk Engineer (L1) is the first point of contact for employees seeking technical assistance. Working at the Tech Bar, you will diagnose, resolve and document hardware, software and networking issues while delivering a high level of customer service.

Key responsibilities

• Serve as the initial contact for users at the Tech Bar, handling incidents and service requests.
• Diagnose and resolve hardware and software problems on laptops, desktops and mobile devices.
• Provide support for Windows and macOS operating systems, applications and basic network connectivity.
• Log and manage tickets using the IT service management (ITSM) system, escalating complex cases to 2nd line support.
• Perform daily checks on meeting rooms, ensuring AV equipment is operational and supporting VIP meetings and company events.
• Create and maintain knowledge articles, and assist with bi‑weekly customer inductions.
• Create, modify and de‑commission customer accounts (JML) and communicate updates clearly.

Required profile

• 2‑5 years of experience in a customer‑facing IT support role.
• Proven ability to troubleshoot hardware, software and basic networking issues.
• Experience using an ITSM tool to track incidents and service requests.
• Strong communication, organizational and stakeholder‑management skills.
• Relevant certifications such as CompTIA A+ or ITIL are a plus.

Required skills

• Windows operating system administration.
• macOS operating system administration.
• SQL query and troubleshooting.
• Basic networking concepts and infrastructure.
• AV equipment setup and troubleshooting for meeting rooms.
• Familiarity with common business software applications.