Intertec Systems - Service Desk Engineer

Description :

Skills :

- Microsoft Office, Active Directory, exchange online, service now, DHCP/DNS/VPN/IP/TCP, MS 900, AZ 900, teams administration.

Job Title : Service Desk Engineer

Experience : 3 to 5 years

Certification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificates.

Responsibilities :

- Serve as the first line of support for end-user technical issues via phone, email, or ticketing system.

- Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.

- Assist with user account management in Microsoft 365 (password resets, license assignments, mailbox permissions).

- Provide basic support for network connectivity issues (Wi-Fi, VPN, DNS, IP configuration).

- Escalate complex issues to appropriate teams while maintaining ownership until resolution.

- Document incidents, solutions, and procedures in the knowledge base and ITSM Ticketing tool.

- Educate users on best practices and self-service tools.

- Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.

Mandatory :

- 3 years of experience in a Service Desk or IT Support role.

- Strong knowledge of Microsoft Office 365 suite and admin portal.

- Familiarity with Active Directory, Exchange Online, and Teams administration.

- Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN).

- Experience with ticketing systems (e.g., ServiceNow, Service Desk Plus).

- Excellent communication and interpersonal skills.

- Ability to multitask and prioritize in a fast-paced environment.

- Microsoft certifications (e.g., MS-900, MD-102, AZ-900) are a plus.