Junior Service Desk Engineer

Role Overview

We are looking for a motivated and customer-focused Junior Service Desk Engineer to join our IT support team. The successful candidate will provide first-line technical support to end users, resolve hardware and software issues, and ensure smooth day-to-day IT operations. This is an onsite role requiring strong communication skills and a proactive approach to problem-solving.

Key Responsibilities

• Provide Level 1 technical support for desktops, laptops, printers, and peripheral devices.

• Respond to user queries via ticketing system, phone, and in person.

• Troubleshoot hardware, software, network connectivity, and login issues.

• Install, configure, and maintain operating systems and standard business applications.

• Support Active Directory tasks such as password resets, user account setup, and access permissions.

• Assist with email and collaboration tools support (e.g., Outlook, Teams, etc.).

• Log, track, and update incidents and service requests in the ticketing system.

• Escalate complex issues to senior support teams when required.

• Assist in device setup, imaging, and deployment for new joiners.

• Maintain IT documentation, asset records, and support procedures.

• Follow IT security policies and best practices.

Required Skills & Qualifications

• 1–2 years of experience in IT Service Desk / Desktop Support / Technical Support.

• Basic knowledge of Windows operating systems and Microsoft Office applications.

• Familiarity with Active Directory user management.

• Understanding of basic networking concepts (Wi-Fi, VPN, IP configuration).

• Experience using a ticketing or helpdesk system.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and customer service skills.

• Ability to work onsite and provide hands-on support.

Preferred (Nice to Have)

• Exposure to Office 365 / Microsoft 365 administration.

• Basic knowledge of hardware troubleshooting and device imaging.

• IT certifications such as CompTIA A+, ITIL Foundation, or equivalent.

Key Competencies

• Customer-focused attitude

• Good time management and prioritization

• Team collaboration

• Willingness to learn and grow

• Attention to detail