Service Desk Engineer - L1

About the role

The Service Desk Engineer (Level 1) is the first point of contact for employees seeking technical assistance. You will diagnose hardware and software issues, support operating systems and applications, and ensure meeting rooms and AV equipment are ready for use.

Key responsibilities

• Act as the initial contact for users at the Tech Bar, handling hardware, software, and network queries.
• Diagnose and resolve issues on laptops, desktops, and mobile devices.
• Provide support for Windows and macOS operating systems, as well as common business applications.
• Log and manage incidents and service requests using the IT service management system.
• Escalate complex problems to 2nd‑line support or relevant specialist teams.
• Perform daily checks on meeting rooms, verify AV technology functionality, and report any faults.
• Support VIP meetings and company events by preparing AV and meeting‑room equipment.
• Educate users on best practices and answer IT‑related questions.
• Create and maintain knowledge articles, processes, and customer induction materials.
• Create, modify, and de‑commission customer accounts (JML) and ensure clear communication with stakeholders.

Required profile

• 2‑5 years of experience in a customer‑facing IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Proven experience with SQL and common software troubleshooting.
• Basic understanding of networking principles and IT infrastructure.
• Excellent problem‑solving, communication, and organizational skills.
• Relevant IT certifications such as CompTIA A+ or ITIL are a plus.

Required skills

• Windows operating system
• macOS operating system
• SQL
• IT service management (ITSM) tools
• Fundamental networking concepts
• Audio‑visual (AV) equipment setup and troubleshooting