Service Desk L1 Engineer

Job Description
Job Summary:

We are seeking a skilled and experienced Service Desk L1 Engineer to join our IT team. The ideal candidate will have a strong background in IT support with specific knowledge and experience in tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow Tool. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities

• First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email, or self ticket.
• Troubleshooting: Identify, diagnose, and resolve technical issues related to hardware, software, network connectivity, and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow to be used .
• Ticket Management: Log and track all incidents and service requests in the ticketing system (ServiceNow), ensuring accurate and detailed documentation.
• User Support: Assist users with password resets, account unlocks, and basic application support.
• Configuration and Management: Perform basic configuration and management tasks in Intune, Active Directory, Azure, Exchange Admin, and O365.
• Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution.
• Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications

• Education: Any Graduate with relevant experience
• Experience: 2-5 years of experience in an IT support role, with specific experience in using Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow.
• Technical Skills: Strong understanding of computer hardware, software, networking concepts, and the mentioned tools.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
• Customer Service: A customer-centric mindset with a passion for helping others.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Team Player: A collaborative team player with a willingness to learn and grow.

Preferred Qualifications

• Certifications: Relevant certifications (ITIL Foundation, Microsoft Certified: Azure Fundamentals) are a plus.
• Tools Expertise: Proven expertise and hands-on experience with Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow.

What We Offer

• Competitive salary and benefits package
• Opportunities for professional development and career advancement
• A supportive and inclusive work environment
• Hands-on training and mentorship from experienced IT professionals

Additional Information

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion )