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Overview

As a Service Desk & Onsite Support Engineer, you'll be at the forefront of delivering exceptional IT support to end users through remote and onsite channels. You'll take ownership of incidents and service requests, driving swift resolution while consistently delivering an outstanding user experience.

Responsibilities

 

End-user support

  • Deliver comprehensive IT support to end users across multiple channels—telephone, Microsoft Teams, self-service tooling, remote support tools, and face-to-face onsite support—ensuring accessibility and responsiveness.
  • Empower users to leverage self-service tools (such as Self-service Password Reset and other available resources) to enhance their independence and reduce resolution times.
  • Take ownership of incidents and service requests from initial contact through resolution or appropriate escalation.
  • Expertly diagnose and resolve a diverse range of hardware, software, connectivity, printing, collaboration, and end-user computing issues.
  • Install, configure, maintain, troubleshoot, replace, and support laptops, desktops, monitors, peripherals, mobile devices, and other workplace IT equipment.
  • Master support for Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Office applications, enabling seamless collaboration and productivity.
  • Maintain optimal Windows endpoint performance through device configuration, software installation, patching, updates, and resolution of compliance-related issues.
  • Efficiently manage identity and access-related requests, including user accounts, password/MFA issues, access permissions, security groups, and core Microsoft Entra ID activities within assigned responsibilities.
  • Provide comprehensive troubleshooting of LAN, Wi-Fi, VPN, connectivity, and network-related issues, expertly escalating infrastructure issues to specialized teams when necessary.
  • Provide hands-on/onsite support where physical intervention is required.

 

Incident & request management

  • Systematically and accurately register, categorize, prioritize, update, and resolve incidents and service requests in the IT service management system to maintain service excellence.
  • Assess business impact and urgency to determine the appropriate priority.
  • Document troubleshooting activities, solutions, workarounds, and relevant user communication.
  • Escalate incidents and requests to specialized support teams or vendors according to agreed procedures and service levels.
  • Maintain ownership and follow up on escalated cases where appropriate to ensure a positive end-user experience.
  • Proactively identify recurring incidents, potential problem areas, and opportunities for permanent resolution to drive continuous improvement.

 

Proactive support & continuous improvement

  • Perform strategic proactive support activities such as floor walks, endpoint/device health checks, monitoring, and identification of recurring user issues to prevent problems before they impact productivity.
  • Create and maintain comprehensive knowledge articles, troubleshooting guides, and support documentation that empower users and support teams.
  • Actively identify opportunities to improve support processes, user experience, automation, and self-service capabilities to enhance efficiency and satisfaction.
  • Provide feedback on recurring issues, process gaps, and opportunities to reduce ticket volumes.
  • Support IT projects, deployments, migrations, hardware refreshes, and site-related IT activities.
  • Participate in team meetings, knowledge sharing, and operational improvement activities.
  • Maintain strict adherence to IT security policies and procedures, and promptly escalate suspected security incidents or vulnerabilities to protect organizational assets.

Qualifications

Education and experience

  • Relevant vocational or higher education in IT, Computer Science, Engineering, or a related field, or equivalent practical experience. Local education requirements may vary by country.
  • Approximately 1 to 3 years of relevant IT support experience, ideally gained in an enterprise Microsoft environment where you've developed strong foundational expertise.
  • Fluent in the local language and business-proficient English.
  • Valid Driver's License Category B.

 

Technical knowledge

Working knowledge of several of the following:

  • Windows 11
  • Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications
  • Microsoft Entra ID / Active Directory
  • Microsoft Intune and modern endpoint/device management
  • Multi-factor authentication and identity/access management concepts
  • Laptop, desktop, mobile-device, peripheral, and printing support
  • LAN, Wi-Fi, VPN, TCP/IP, and basic network troubleshooting
  • Remote support technologies
  • IT Service Management and ticketing systems
  • ITIL-based incident, request, problem, and knowledge management processes

 

Skills and competencies

  • Strong customer-service orientation and the ability to deliver professional, empathetic, and patient support to users with varying levels of technical knowledge.
  • Exceptional troubleshooting and analytical skills with the ability to swiftly determine impact, priority, likely cause, and appropriate next steps to drive efficient resolution.
  • Strong ownership mentality, taking responsibility for an issue rather than simply passing it to another team.
  • Excellent verbal and written communication skills, with the ability to translate complex technical information clearly to both technical and non-technical audiences.
  • Strong listening and questioning skills to obtain the information required to effectively diagnose an issue.
  • Ability to collaborate effectively with colleagues and users from diverse countries and cultural backgrounds, fostering inclusive and respectful relationships.
  • Ability to expertly prioritize multiple incidents and requests and thrive in a dynamic, fast-paced support environment.
  • Ability to work independently onsite while also collaborating closely with regional and global IT support teams.
  • Commitment to continuously develop technical skills and actively share knowledge with colleagues to foster a culture of learning and excellence.

 

Preferred certifications

Relevant certifications are an advantage, for example:

  • CompTIA A+
  • ITIL 4 Foundation
  • Microsoft 365 or Microsoft endpoint/administrator certifications