NetAnalytiks - Service Desk Engineer

About the Role :

We are looking for a Service Desk Engineer to provide IT support and ensure the smooth operation of our organizations IT services.

The role involves managing and resolving support requests, troubleshooting hardware and software issues, and providing technical assistance to Responsibilities : Management :

• Serve as the first point of contact for IT support incidents.
• Log, track, and manage service requests, incidents, and problems using ticketing systems (e.g., ServiceNow, & Support :
• Provide technical support for hardware, software, operating systems, and network connectivity.
• Resolve issues related to desktops, laptops, software installations, and peripherals (printers, Monitoring & Maintenance :
• Monitor alerts from IT systems and address issues proactively.
• Perform routine maintenance, updates, and patches to keep systems secure and Communication & Documentation :
• Communicate with users to identify and resolve technical problems.
• Document troubleshooting steps, resolutions, and known issues for future & Software Management :
• Assist with setup, configuration, and deployment of hardware and software.
• Maintain records of IT assets and manage their Skills Required :
• Strong knowledge of Windows 10 / 11 and macOS; familiarity with Linux is an advantage.
• Experience supporting Microsoft Office Suite; Google Workspace knowledge is a plus.
• Understanding of VPNs, antivirus tools, and other business applications.
• Basic networking knowledge (TCP / IP, DNS, DHCP, VPN) and troubleshooting Wi-Fi / remote access issues.
• Hands-on experience with Service Desk tools (e.g., ServiceNow, JIRA, Zendesk).
• Familiarity with ITIL practices is preferred.
• Remote support experience using tools like TeamViewer, AnyDesk, or RDP.
• Practical experience with desktop PCs, laptops, printers, and other peripherals.
• Knowledge of user authentication (Active Directory, two-factor :
• Bachelors degree in Computer Science, IT, or related field, or equivalent experience.
• Certifications such as CompTIA A+ are preferred.
• ITIL Foundation certification is an Skills :
• Strong problem-solving and analytical skills.
• Clear communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-oriented mindset with the ability to support non-technical users.
• Collaborative team player

(ref : hirist.tech)