Service Desk Engineer

Provide first- and second-level technical support for hardware, software, and network-related issues.
Respond to and resolve IT service requests within established service level agreements (SLAs).
Install, configure, maintain, and troubleshoot desktop systems, laptops, printers, and peripheral devices.
Monitor and ensure security software, antivirus solutions, and system updates are deployed and maintained.
Maintain accurate inventories of IT hardware, software licenses, and technology resources.
Support remote users and branch offices by diagnosing and resolving technical issues remotely.
Create, update, and close service tickets, ensuring all incidents and requests are properly documented.
Prepare detailed resolution notes and maintain records for future reference and knowledge sharing.
Develop and update IT documentation, standard operating procedures (SOPs), and knowledge base articles.
Conduct regular inspections of systems, network equipment, and IT infrastructure to ensure optimal performance.
Collaborate effectively with internal teams while also managing assigned tasks independently.
Participate in after-hours and on-call support activities when required.
Perform additional IT-related duties as assigned by management.

Diploma or higher qualification in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline.
Minimum 3 years of experience in a Windows support, technical helpdesk, or IT support environment.
Hands-on experience with Service Desk and Technical Helpdesk operations.
Working knowledge of networking concepts, including TCP/IP, LAN, WAN, ADSL, and VPN technologies.
Experience administering and supporting Active Directory, Group Policy, DNS, and DHCP services.
Proficiency in Microsoft Office applications and end-user support.
Strong knowledge of Microsoft Windows desktop and server operating systems.
Proven ability to troubleshoot and resolve complex hardware, software, and network issues.
Strong analytical, problem-solving, communication, and customer service skills.
Ability to work independently and collaboratively within a team environment.
Willingness to travel to branch locations and provide onsite support when required.