Service Desk Engineer

Responsibilities

• Provide first and second‑level technical support to internal users via phone, email, chat, or in‑person.
• Diagnose and resolve complex hardware, software, and network issues through systematic root‑cause analysis without relying on SOPs or step‑by‑step runbooks.
• Document all support interactions, including the nature of the issue and the resolution steps taken, in the ServiceNow ticketing system.
• Investigate issues independently before escalating; when escalation is warranted, provide thorough documentation of steps taken, findings, and root‑cause analysis to appropriate internal teams or external vendors.
• Manage and administer user accounts, mailboxes, and permissions across Active Directory, Azure Active Directory, and Microsoft Exchange Admin Center, including account creation, modification, termination, and group policy troubleshooting.
• Write and execute PowerShell scripts to automate repetitive...