Service Desk Engineer

Description

Brief overview of the role Reporting to the Service Desk Lead (APAC), the Service Desk Engineer plays a key role in managing end-user devices, resolving complex technical issues, and supporting Service Desk Analysts. The role emphasizes advanced troubleshooting, automation, asset and configuration management, ITIL-aligned service delivery, and process improvement. Additionally, the Service Desk Engineer contributes to Incident and Problem Management, mentors team members, and supports projects to drive operational excellence and enhance user experiences. (mention about Microsoft stack, intune etc.

Responsibilities:

• End-User Computing Management:
• Administer and manage Microsoft Intune for device provisioning, policy enforcement, and compliance.
• Handle advanced troubleshooting and support for end-user devices, including laptops, desktops, mobile devices, and peripherals.
• Optimize user performance through proactive issue identification and resolution.
• Asset and Configuration Management:
• Maintain and manage an accurate inventory of IT assets, ensuring compliance with organizational policies.
• Oversee the configuration management database (CMDB), ensuring it is up-to-date and reflects all hardware, software, and license details.
• Implement and enforce best practices for asset lifecycle management, including procurement, deployment, maintenance, and disposal.
• Automation and Scripting:
• Develop and deploy PowerShell scripts to automate tasks and streamline IT operations.
• Leverage scripting to improve the efficiency of software deployments, patching, and configurations.
• Technical Support and Troubleshooting:
• Provide Tier 3 support for escalated issues related to end-user devices, Microsoft 365, and related software.
• Troubleshoot and resolve issues with performance, connectivity, applications, and security.
• Collaborate with security teams to manage and support systems like CrowdStrike, Webroot, and Mimecast.
• ITIL-Aligned Processes:
• Lead ITIL-aligned practices, including incident, problem, change, request, and configuration management.
• Ensure SLA compliance and drive continuous service improvements.
• Mentorship and Training:
• Provide mentorship and training to junior team members to enhance their technical skills and knowledge.
• Act as a point of escalation and expertise within the service desk team.
• Technical Documentation:
• Create and maintain detailed technical documentation, including SOPs, configuration guides, and troubleshooting guides.
• Maintain and share knowledge base articles for internal and end-user use.
• Project Involvement:
• Support IT projects related to end-user computing, including device rollouts, software upgrades, migrations, and asset tracking.
• Participate in planning, execution, and monitoring of projects, ensuring minimal disruption to users

Requirements

• Technical Expertise – advanced knowledge of:
• Active Directory
• Operating Systems – Windows, Mac, and Linux
• Microsoft 365 Admin
• Intune/MEM for device management and policy enforcement
• Security tools, including Mimecast, Webroot, and CrowdStrike
• Asset Management and Configuration – expertise in managing IT assets and maintaining accurate configurations.
• Continual Service Improvement – proactive in identifying and implementing service enhancements.
• Customer Service Management – commitment to delivering exceptional user experiences.
• Problem Management – strong problem-solving skills to resolve complex technical issues.
• Ownership and Initiative – self-motivated with a proactive approach to responsibilities.