Service Desk Engineer

As a Tier 2 Service Desk Engineer, you will be responsible for handling and resolving complex technical issues that cannot be addressed at the Tier 1 level.

This involves diagnosing and troubleshooting hardware, software, networking, and system problems in accordance with IT Anywhere's standard operating procedures (SOPs).

You will use remote access tools, following company guidelines to ensure security protocols are maintained throughout the process.

Your role requires you to work independently while maintaining high standards of customer satisfaction.

Additionally, all troubleshooting steps and resolutions must be thoroughly documented in line with IT Anywhere's policies for tracking, accountability, and escalation when necessary.

Key Responsibilities

Key ResponsibilitiesThe key responsibilities outlined below are not exhaustive and the role is not limited to the tasks listed.

You may be required to take on other duties as needed, fostering a culture of teamwork, collaboration, and mutual support.

This approach helps to strengthen interdepartmental relationships, drive business success, and maintain a positive and cohesive work environment.

Provide setup, troubleshooting, and resolution for the following :

• Password issues (AD, M, VPN, etc...)
• System unlocks
• Microsoft Office applications
• Workstation performance
• Server Operating system and associated roles
• Basic firewall and Gateway devices
• Security best practice
• Network and connectivity
• Domain Hosting
• Office Exchange, OneDrive, and SharePoint
• Active Directory and DNS
• Printer and Scanning
• Wi-Fi
• Network shares and folder redirects
• Understanding the differences between email technologies, namely, POP, IMAP, Exchange
• Configure email forwarding, alias', automatic replies
• Troubleshoot send / receive errors telephonically and by email
• Email accounts (Server Side) on POP, IMAP, and EXCHANGE
• Email forwarders and auto-replies
• Creation and setup of email accounts on Windows, MACOS, Android, and IOS
• Office applications, other 3rd party applications (e.g., Adobe products, Softphones, Pastel, CRMs, etc...).

Networking

Process support calls and tickets on the Service Desk

Analyse reports and provide quotations

Collaborate with other IT Anywhere technical resources to resolve complex issues

Collaborate with other IT Anywhere technical resources to resolve complex issues.

Create clear concise documentation in instructional knowledge‑based articles

Site visits and travel, providing in‑person support, maintenance and logistics

User support and technical assistance

Support includes setting up devices and software, documenting interactions, and escalating unresolved issues as necessary.

System and application management

Ensure compliance with change management procedures for software updates and installations.

Network and infrastructure support

This includes VPN, Wi‑Fi, LAN / WAN configurations, and network diagnostics.

Documentation and knowledge management

Regularly update the knowledge base and internal resources to ensure consistent resolution methods.

Customer service and user communication

Follow‑up with users' post‑resolution to ensure satisfaction.

Collaboration and team support

Participate in team meetings and training sessions.

Security and compliance

Proactively identify security vulnerabilities and report them as per company protocols.

System Maintenance and Patching

Incident and problem management

Performance monitoring and reporting

Project support

Continuous learning and development

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