Advanced Service Desk Technician

About the role

Serve as the first point of contact for customers requesting technical assistance by phone or email, taking ownership of tickets and driving them to resolution within the Service Desk scope. You will use remote support tools, structured diagnostics and clear communication to deliver a positive customer experience.

Key responsibilities

• Respond to inbound requests, log and prioritize tickets in the service management platform.
• Troubleshoot Windows 11 desktops, Microsoft 365 applications, printers, mobile devices, account access and basic network connectivity.
• Administer Microsoft 365, Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix and virtual desktop technologies as permitted.
• Perform user administration tasks such as password resets, MFA support, account unlocks and group changes.
• Document all actions, diagnostics and resolutions in ticket notes and contribute to knowledge‑base improvements.
• Escalate complex issues to specialist teams while maintaining continuity and clear communication with customers.

Required profile

• At least four years of full‑time experience in a service desk, help desk or desktop support environment.
• Proven hands‑on troubleshooting in a high‑volume support setting.
• Strong spoken and written English with the ability to explain technical steps clearly.
• Ability to manage multiple tickets, stay organized and meet service‑level targets.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft 365, Azure Fundamentals) are a plus.

Required skills

• Windows 11 desktop and laptop support.
• Microsoft 365 administration and troubleshooting.
• Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix or VDI.
• Remote support tools and ticketing platforms (e.g., ConnectWise).
• Basic PowerShell scripting.