IT ServiceDesk engineer (L2/L3)

As an IT Support/ServiceDesk Analyst, you will serve as the primary point of contact for internal end-user technical support, troubleshooting hardware, software, and network issues. The ideal candidate will have strong technical diagnostic capabilities with a customer-first approach, ensuring that all end user technology infrastructure operates efficiently and securely., * Incident Management and user support: Respond to incoming support requests and trouble tickets via phone, email, chat, or in-person with speed and professionalism.

• Diagnostics & Troubleshooting: Diagnose and resolve software, hardware, peripheral, and basic network connectivity faults.
• System Provisioning: Image, configure, and deploy new workstations, laptops, and mobile devices for employee onboarding.
• Access & Identity Management: Manage user account creations, modifications, terminations, and permission settings in Azure Active Directory or Microsoft Entra ID.
• Maintenance & Patching: Perform routine system updates, security patches, and application upgrades across endpoints.
• Documentation: Record all troubleshooting steps, asset configurations, and resolutions accurately within the IT ticketing system (ServiceNow)
• Escalation: Escalate complex or unresolved infrastructure and security issues to senior engineering teams or external vendors following standard protocols.
• Asset Tracking and Management: Track and upkeep of all hardware and software inventory; maintain CMDB (asset management database) and provide asset reporting.
• Audio-Visual and Conference Room Technology: Support audio-visual systems and meeting room technologies, including Zoom and Microsoft Teams.

• 5+ years of hands-on experience in an IT support, help desk, or desktop engineering role (associate or bachelor’s degree in computer science, Information Systems, or related field preferred)
• Proficiency with Windows and macOS operating systems, Microsoft 365 administration, and basic TCP/IP networking concepts.
• Hands-on expertise in troubleshooting end-user devices (laptops, macs, mobile etc.)
• Familiarity with Active Directory, DHCP/DNS, and remote desktop support utilities.
• ServiceNow (ITSM platform) experience is required
• Good knowledge of endpoint security, antivirus, and vulnerability management
• Ability to setup workspaces - laptops, monitors etc, and ability to lift these IT systems
• Excellent verbal and written communication skills with an ability to explain technical fixes clearly to non-technical staff.
• Relevant industry credentials such as CompTIA A+, Network+, Microsoft Certified Professional, or CCNA.