Service Desk Engineer

📋 Description Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues. Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Troubleshoot and resolve issues related to user account management, desktop/laptop hardware &amp Escalate complex or unresolved issues to Senior Engineers with detailed notes. Ensure all tickets are resolved or escalated within agreed SLAs. Maintain clear, professional communication with end-users and set resolution expectations. 🎯 Requirements Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role. Strong customer service and communication skills with a professional phone manner. Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN. Ability to follow processes, manage priorities, and maintain accurate ticket records. Strong problem-solving skills and a willingness to learn. 🎁 Benefits A friendly team environment with a strong technical support network Broad range of options for training and developing your IT skills Opportunity to work with the IT industry's latest technologies Internal career growth for high performers and IT super-stars Cost price on products from our suppliers Lunches and snacks provided