NetAnalytiks - Service Desk Engineer

About the Role :

We are looking for a Service Desk Engineer to provide IT support and ensure the smooth operation of our organizations IT services.
The role involves managing and resolving support requests, troubleshooting hardware and software issues, and providing technical assistance to end-users.

Key Responsibilities :

Incident Management :

- Serve as the first point of contact for IT support incidents.

Troubleshooting & Support :

- Resolve issues related to desktops, laptops, software installations, and peripherals (printers, scanners).

System Monitoring & Maintenance :

- Perform routine maintenance, updates, and patches to keep systems secure and current.

End-User Communication & Documentation :

- Communicate with users to identify and resolve technical problems.

Hardware & Software Management :

- Assist with setup, configuration, and deployment of hardware and software.

Technical Skills Required :

- Strong knowledge of Windows 10/11 and macOS; familiarity with Linux is an advantage.

- Understanding of VPNs, antivirus tools, and other business applications.

- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN) and troubleshooting Wi-Fi/remote access issues.

- Hands-on experience with Service Desk tools (e.g., ServiceNow, JIRA, Zendesk).

- Familiarity with ITIL practices is preferred.

- Remote support experience using tools like TeamViewer, AnyDesk, or RDP.

- Practical experience with desktop PCs, laptops, printers, and other peripherals.

- Knowledge of user authentication (Active Directory, two-factor authentication).

Qualifications :

- Certifications such as CompTIA A+ are preferred.

- ITIL Foundation certification is an advantage.

Soft Skills :

- Clear communication skills, both verbal and written.

- Ability to manage multiple tasks and prioritize effectively.

- Customer-oriented mindset with the ability to support non-technical users.

- Collaborative team player