Position Title: Service Desk Engineer Level 1

Reports To: Service Desk Manager

Job Summary: The Service Desk Engineer Level 1 provides first-line technical support to end users, ensuring incidents and service requests are aligned with ITIL v4 best practices. This role focuses on troubleshooting and resolving issues related to Networking, Cloud services, and Laptop/Server support, ensuring minimal disruption to business operations.

Key Responsibilities:

1. Incident Management:
• Provide first-level support for incidents reported via phone, email, and ticketing system.
• Categorize, prioritize, and document incidents in the ITSM tool following ITIL v4 guidelines.
• Resolve common technical issues or escalate to higher support levels when necessary.
2. Service Request Fulfillment:
• Handle routine IT service requests such as password resets, account creations, and software installations.
• Ensure service requests are fulfilled within the agreed SLAs.
3. Problem Management Support:
• Identify recurring incidents and report potential problems to Level 2 support.
• Assist in documenting workarounds and known issues in the knowledge base.
4. Knowledge Management:
• Maintain and update knowledge base articles to improve resolution times.
• Share best practices with team members to enhance overall support quality.
5. User Communication:
• Provide timely updates to users on incident status and expected resolution times.
• Educate users on IT policies and best practices.
6. Collaboration with Other Teams:
• Work closely with Level 2 and Level 3 support teams to ensure seamless service delivery.
• Escalate complex issues with detailed documentation for faster resolution.
7. Compliance and Security:
• Follow security policies and procedures to protect sensitive data.
• Report any security breaches or compliance issues immediately.

Technical Focus Areas:

1. Networking Support:

• Basic troubleshooting of LAN, WAN, and VPN connectivity issues.
• Understanding of IP addressing, DHCP, DNS, and network security concepts.
• Familiarity with standard networking hardware (switches, routers, firewalls).
• Support for wireless network connectivity and troubleshooting.
• Assistance with remote access and VPN client issues.

2. Cloud Services Support:

• Basic support for cloud-based platforms such as Microsoft 365, Google Workspace, and Azure/AWS.
• Troubleshooting access and performance issues with cloud applications.
• Managing user accounts, permissions, and security policies in cloud environments.
• Understanding of SaaS, PaaS, and IaaS models.
• Knowledge of cloud storage solutions and backup management.

3. Laptop/Server Support:

• Troubleshooting and resolving hardware and software issues on Windows and macOS devices.
• Performing OS installations, updates, and patch management.
• Managing user profiles and data recovery.
• Providing support for peripheral devices such as printers, scanners, and docking stations.
• Basic server administration tasks such as user management and log monitoring.

Qualifications:

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications preferred: CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Cisco CCNA (entry-level).
• 1-2 years of experience in an IT support role.
• Strong problem-solving skills and attention to detail.
• Excellent English communication and customer service skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Key Performance Indicators (KPIs):

• First Call Resolution (FCR) rate.
• Average Handling Time (AHT).
• User satisfaction scores.
• Incident resolution time compliance with SLAs.
• Knowledge base contribution and usage.