L1 Service Desk Engineer

About the role

The L1 Service Desk Engineer is responsible for resolving client incidents and requests at first contact, ensuring every interaction leaves the service in a better state. The role supports service reliability through accurate triage, clear communication, and disciplined execution.

Key responsibilities

• Restore client service by resolving incidents and service requests within the L1 scope, applying sound technical judgement.
• Own tickets end‑to‑end, ensuring issues are resolved or escalated with full technical and business context.
• Communicate clearly with clients across all channels, translating technical issues into understandable language.
• Follow ITIL‑based processes, maintain data quality, and ensure compliance with documentation and security standards.
• Participate in continuous improvement by identifying process gaps and updating knowledge articles.

Required profile

• 1‑2 years of frontline technical support experience in an IT environment.
• Proven ability to troubleshoot common technical issues independently and explain solutions to non‑technical users.
• Strong client focus, accountability, and willingness to learn new technologies quickly.

Required skills

• Windows 10/11 desktop environments
• Microsoft 365 core applications (Outlook, Teams, OneDrive, SharePoint)
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Active Directory user administration
• Remote support tools and endpoint management
• ITSM tools (ServiceNow or equivalent)
• Foundational IT certifications (CompTIA A+, MS‑900, ITIL 4 Foundation, CompTIA Network+)