Service Desk Engineer

Jobtailor; Deutschland; Vor Ort; EUR 36.000 - 48.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an IT Service Desk professional to support Microsoft 365, Entra ID, Intune, Defender, Teams, and SharePoint Online across Windows, macOS, iOS, and Android platforms.

You will contribute to incident resolution, service quality, and automation opportunities while maintaining documentation and SOPs. On-site support and after-hours participation may be required, with emphasis on security and compliance.

Qualifikationen

• Associate's or Bachelor's degree in IT/CS or related field (or equivalent).
• 2+ years of Service Desk/Help Desk/Tech Support/MSP experience.
• Strong knowledge of Microsoft 365, Entra ID, Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
• Experience supporting Windows 11, macOS, iOS, and Android.
• Knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention.
• Familiarity with Azure, AWS, VDI, and SaaS administration.
• Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar.
• Knowledge of ITIL service management principles.
• Strong written and verbal communication; ability to explain tech to non-technical users.
• Preferred certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900.
• Experience supporting financial services or other highly regulated industries.

Aufgaben

• Resolve incidents to improve resolution times and service quality.
• Maintain documentation, knowledge bases, SOPs, and runbooks.
• Meet SLA, ticket quality, first-contact resolution, and customer satisfaction targets.
• Participate in after-hours support, escalations, and major incident response.
• Assist with onboarding/offboarding, provisioning, deprovisioning, access reviews, and asset management.
• Provide on-site support when required and coordinate with vendors for major hardware/software issues.

Kenntnisse

Strong communication

Ability to explain technical concepts

Cybersecurity concepts understanding

Documentation and knowledge-base

Ausbildung

Associate's or Bachelor's degree in IT/CS or related field

Tools

ConnectWise

ServiceNow

HaloPSA

Autotask

Jobbeschreibung

Overview

Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality. Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services. Assist with endpoint management, mobile device management (MDM), and device compliance monitoring. Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity. Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks. Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation. Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management. Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. Participate in after-hours support, escalation rotations, and major incident response activities as required. All other responsibilities delegated by the Management team. May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment. Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
• Experience supporting Windows 11, macOS, iOS, and Android platforms.
• Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
• Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
• Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
• Knowledge of ITIL service management principles.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
• Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.