IT Service Desk Engineer L1

Responsibilities:

Log, triage and resolve first-line IT requests and incidents (endpoint, OS, application and access issues) within agreed SLAs, escalating anything outside your scope to L2/L3 or management.
Work through structured troubleshooting checklists and internal documentation to resolve common hardware, software, OS and connectivity issues, flagging recurring problems that may need a documented root-cause fix.
Support the full device lifecycle, including staging, configuration, enrolment, deployment and recovery of laptops and mobile devices through the MDM platform, following defined security and compliance requirements.
Carry out day-to-day access administration in Okta and Google Workspace (provisioning, deprovisioning, permission changes, password management) following least-privilege procedures, escalating anything outside predefined scope.
Maintain hardware records in IT asset inventory
Manage your own ticket queue in Jira Service Desk, prioritising by urgency, request type and impact with guidance from your manager, and confirm with the user that an issue is actually resolved before closing a ticket.
Use approved AI-assisted tools — internal knowledge assistants, AI-powered ticket triage and suggested resolutions — to speed up diagnosis, draft user communications and document fixes, always verifying AI-suggested steps before applying them to a live system.
Adjust your tone and technical depth for different audiences, and keep users informed clearly and proactively when a fix is delayed or an incident is ongoing.
Note recurring issues, inefficient steps or documentation gaps and raise them to your manager as improvement suggestions.
Gather and document all relevant technical information before escalation, including symptoms, business impact, troubleshooting already performed, logs, screenshots and other supporting evidence.
Support employee onboarding and offboarding activities, ensuring accounts, access and devices are prepared, changed or revoked in line with company procedures.

Requirements:

1-3+ years of experience in a Service Desk/first-line IT support role, ideally within a mid-sized or large organisation, or equivalent hands-on helpdesk exposure.
Working knowledge of troubleshooting hardware, OS (Windows/macOS), common business applications and basic connectivity issues using structured methods such as checklists, runbooks and a knowledge base.
Exposure to basic Google Workspace administration and at least one MDM platform (ManageEngine, Jamf, Intune, Kandji or equivalent).
Familiarity with Okta or a comparable identity provider, and a basic understanding of least-privilege access principles.
Comfortable using AI-assisted tools (for example, Copilot-style assistants, AI ticket triage, internal knowledge chatbots) to support troubleshooting and documentation — with the judgement to double-check AI-generated output before acting on it.
Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN), enough to diagnose and clearly describe simple connectivity issues.
Experience in analyzing user system and application logs to investigate, diagnose, and troubleshoot technical issues.
Ability to identify recurring patterns across support requests, proactively suggest improvements, and document reusable solutions and troubleshooting guidance in Confluence.
Experience with Jira Service Management or a comparable ITSM tool, including accurate ticket categorisation, prioritisation, documentation, ownership and end-to-end ticket management.
Clear, adaptable communication style, comfortable explaining technical steps to non-technical colleagues.
Reliable and well-organised, with the judgement to know when to escalate or ask for help rather than guess.

Nice to have:

Experience with Jira/Confluence.
Basic experience working with Manage Engine and Okta as a L1 technician.
Experience configuring video/audio systems in meeting rooms.
AI adoption on a high level with proven projects/outcomes.