{"id":887,"date":"2023-07-04T17:02:24","date_gmt":"2023-07-04T11:32:24","guid":{"rendered":"http:\/\/www.2softsolutions.com\/blogs\/?p=887"},"modified":"2025-07-28T13:51:10","modified_gmt":"2025-07-28T08:21:10","slug":"service-desk-engineer","status":"publish","type":"post","link":"https:\/\/www.2softsolutions.com\/blogs\/service-desk-engineer\/","title":{"rendered":"Service Desk Engineer"},"content":{"rendered":"\n

ESSENTIAL FUNCTIONS<\/strong>
\u00e2\u20ac\u00a2 Provide support for end users in Windows and iOS environments
\u00e2\u20ac\u00a2 Follow standard operating procedures in handling and resolving issues within expected SLA
\u00e2\u20ac\u00a2 Troubleshooting support issues on Windows, Macs, VDI, Azure Virtual Desktop environments
\u00e2\u20ac\u00a2 Support VPN connectivity and utilize remote tools to facilitate efficient resolution of issues
\u00e2\u20ac\u00a2 Properly document all issues in tickets and update knowledge base articles
\u00e2\u20ac\u00a2 Keep users informed on the status of their tickets, incidents, and outages
\u00e2\u20ac\u00a2 Develop automation for common and repetitive tasks, self-service features, and integration with corporate system
\u00e2\u20ac\u00a2 Participate in process improvement reviews and developing workflow solutions to improve IT across our offices

CANDIDATE PROFILE REQUIRED<\/strong>
\u00e2\u20ac\u00a2 Bachelor\u00e2\u20ac\u2122s degree in Computer Engineering, Information Technology, or other IT related fields
\u00e2\u20ac\u00a2 Proven experience in a Production Support role is critical
\u00e2\u20ac\u00a2 Strong customer service – displays commitment to resolving problems with a \u00e2\u20ac\u0153can-do\u00e2\u20ac\u009d, customer- focused attitude
\u00e2\u20ac\u00a2 Experience in performing data analysis, developing applications and automation scripts, and integrating systems
\u00e2\u20ac\u00a2 Experience with programming languages\/scripting (Batch, PowerShell, Java, C#, Python)
\u00e2\u20ac\u00a2 Experience working within an ITIL Environment
\u00e2\u20ac\u00a2 Ability to manage vendors and interfacing with 3rd parties to resolve issues
\u00e2\u20ac\u00a2 A team player with a good sense of humour; a reliable, motivated, proactive and extremely organised individual who exhibits a strong willingness to learn quickly in a demanding environment
\u00e2\u20ac\u00a2 Ability to work independently as well as manage team projects to a deadline
\u00e2\u20ac\u00a2 Ability to prioritize workloads, multitask and manage multiple competing deadlines
\u00e2\u20ac\u00a2 Flexible working hours along with the ability to work outside normal business hours on an as-needed basis including weekends
\u00e2\u20ac\u00a2 Proven ability to take ownership of issues and collaborate with a global team to achieve expedient resolution
\u00e2\u20ac\u00a2 Any Microsoft qualifications will be desirable
\u00e2\u20ac\u00a2 Certifications, such as CompTIA, ITIL, and MCSA
\u00e2\u20ac\u00a2 Interest in Cloud Technology, such as remote file storage (Box, OneDrive, etc)
\u00e2\u20ac\u00a2 Ability to think on their feet with a demanding fast paced environment
\u00e2\u20ac\u00a2 Experience of team collaboration software such as Slack or MS Teams
\u00e2\u20ac\u00a2 Experience working as part of a global team
Exposure and experience with the following technology:
\u00e2\u20ac\u00a2 Microsoft Azure, Microsoft Windows 10\/11, Microsoft Office 365
\u00e2\u20ac\u00a2 PC Hardware & Peripherals (Dell \/ Lenovo)
\u00e2\u20ac\u00a2 PC Imaging and software deployment, Microsoft InTune
\u00e2\u20ac\u00a2 MDM Software \u00e2\u20ac\u201c Apple iOS Configuration & Troubleshooting, Microsoft InTune
\u00e2\u20ac\u00a2 Active Directory, Group Policy, Exchange, and Office 365 Administration
\u00e2\u20ac\u00a2 Remote Access, VPN & VDI
\u00e2\u20ac\u00a2 Basic networking fundamentals
\u00e2\u20ac\u00a2 ServiceNow Ticketing System
\u00e2\u20ac\u00a2 Video Conferencing, ideally using Cisco Video Codec, Zoom and Microsoft Teams Technology
\u00e2\u20ac\u00a2 Cloud and on-premise bespoke application support
\u00e2\u20ac\u00a2 Cisco IP Telephony & Telephone PBX Administration<\/p>\n","protected":false},"excerpt":{"rendered":"

ESSENTIAL FUNCTIONS \u00e2\u20ac\u00a2 Provide support for end users in Windows and iOS environments \u00e2\u20ac\u00a2 Follow standard operating procedures in handling and resolving issues within expected<\/p>\n","protected":false},"author":1,"featured_media":888,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-887","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/posts\/887","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/comments?post=887"}],"version-history":[{"count":1,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/posts\/887\/revisions"}],"predecessor-version":[{"id":889,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/posts\/887\/revisions\/889"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/media\/888"}],"wp:attachment":[{"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/media?parent=887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/categories?post=887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.2softsolutions.com\/blogs\/wp-json\/wp\/v2\/tags?post=887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}