Service Desk Engineer

Position Overview

We are looking for an experienced Service Desk Engineer to provide responsive and proactive support. A Service Desk Engineer must have strong technical knowledge and be able to communicate effectively to understand issues and escalate when necessary.

The goal is to create value for clients that helps preserve the organization’s reputation and business by being proactive and responsive to incidents, requests, and monitoring alerts. This role involves completing various tasks on behalf of clients, with a strong focus on outcomes, client care, and professionalism.

Position Functions

General Responsibilities

• Adhere to all company policies and procedures.
  

• Cultivate relationships with partners, clients, and suppliers.
  

• Provide friendly, courteous, professional, and timely service and support to clients, partners, and staff via phone, email, and remote tools.
  

• Deliver client-centric service, in keeping with the values of Insentra.
  

Service Desk Engineer Responsibilities

• Serve as the first point of contact for clients seeking technical assistance via web portal, email, or telephone.
  

• Perform remote troubleshooting through diagnostic techniques and triage questions.
  

• Determine the best solution based on the issue and details provided.
  

• Direct unresolved issues to the next level of support personnel.
  

• Record events, problems, and resolutions in the ticketing system.
  

• Maintain proper ticket hygiene and management, provide detailed handovers, perform initial ticket triage, and document detailed call resolution notes.
  

• Pass on feedback or suggestions from customers to the appropriate internal team.
  

• Identify and suggest possible improvements to procedures.
  

• Provide basic remote access solution support (Screen Share, Citrix, AVD remote desktop, remote server control, Microsoft server administrative tasks).
  

• Perform basic administration of Microsoft cloud services (Azure, Microsoft 365).
  

• Conduct basic diagnosis of Citrix tickets for escalation to L2/L3 engineers.
  

• Perform daily health checks on systems and record results in the ticketing system.
  

• Follow documented procedures fully and consistently.
  

Tasks & Behaviours

Identity and Access

• Perform moves, adds, and changes to user accounts, permissions, and access.
  

• Onboard and offboard users.
  

Citrix/AVD

• Review monitoring alerts and escalate tickets to the correct teams.
  

• Perform documented daily health checks and record results.
  

Microsoft 365

• Enrol devices in Intune.
  

• Manage SharePoint & Teams permissions.
  

• Manage Exchange permissions and troubleshoot mail delivery issues.
  

• Release emails from quarantine.
  

• Troubleshoot OneDrive issues.
  

Ticket Handling

• Take client calls and create tickets on their behalf.
  

• Respond to tickets within SLA timeframes.
  

• Escalate, action, and close tickets per documented procedures.
  

Teamwork

• Support peers in troubleshooting and triaging tickets.
  

• Attend daily huddles and share any blockers or concerns.
  

• Assist with implementing change requests.
  

Behaviours

• Show accountability and take ownership of work.
  

• Work as a team to ensure success.
  

• Always act with honesty and integrity, building trust with team members.
  

• Strive for service excellence.
  

Requirements

Experience & Certifications

• 1–2 years of Helpdesk or Service Desk experience.
  

• ITIL v4 certification (highly valued but not mandatory).
  

• Basic M365/Entra ID and Intune support skills.
  

• Knowledge of Citrix and AVD.
  

• Understanding of secure operations principles (e.g., Zero Trust, Least Privilege).
  

• Competent written and verbal communication in English.
  

Benefits

Benefits

• Great Place to Work-Certified company
  

• Premium HMO
  

• Holistic employee experience
  

• Work-from-home and hybrid work setup
  

• Rewards and incentives
  

• Monthly engagement activities
  

• Career advancement opportunities
  

• Paid referral program