BPO - Service Desk Engineer (Hybrid Setup)

About the Role

We are seeking a Service Desk Engineer to provide advanced technical support and contribute to the stability and efficiency of IT services. This role is ideal for professionals with strong troubleshooting skills and hands-on experience in enterprise IT environments.

Key Responsibilities

• Provide second-level technical support for hardware, software, systems, and network-related issues
• Investigate, diagnose, and resolve escalated incidents and service requests
• Administer and support user accounts, groups, and access controls
• Support enterprise tools such as Active Directory, O365, VPNs, and endpoint management solutions
• Identify recurring issues and contribute to root cause analysis and documentation
• Collaborate with internal teams to ensure timely resolution of issues
• Maintain accurate technical documentation and knowledge base articles
• Adhere to ITIL processes, SLAs, and service d...