Service Desk Engineer – Level 2

About the role

We are looking for a Service Desk Engineer – Level 2 to join our IT team. The role involves providing second‑line support for hardware, software and AV equipment, handling incidents and service requests, and ensuring a high level of customer satisfaction.

Key responsibilities

• Analyse system performance, logs and identify root causes of application failures.
• Diagnose and resolve hardware and software issues on laptops, desktops and mobile devices.
• Provide support for operating systems, applications and network‑related problems.
• Log and manage incidents and service requests using Jira, ServiceNow or similar ITSM tools.
• Run daily checks on meeting rooms, ensure AV technologies are functional and support VIP meetings and company events.
• Create and maintain knowledge articles, processes and customer induction materials.
• Manage creation and decommissioning of customer accounts (JML) and maintain clear communication with stakeholders.
• Participate in team meetings and continuous improvement initiatives.

Required profile

• 2‑5 years of experience in a customer‑facing application support or service desk role.
• Strong command of SQL for data retrieval and manipulation.
• Familiarity with ticketing systems such as Jira and ServiceNow.
• Basic understanding of networking principles and IT infrastructure.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.

Required skills

• SQL
• Jira
• ServiceNow
• AV technology troubleshooting