IT Service Desk Engineer L1

We are a leading trading platform that is ambitiously expanding globally. Our top-rated products have won prestigious industry awards for cutting-edge technology and seamless client experience. We are continuously growing our talented team.

• 3+ years of proven experience in Service Desk within a large-scale organization.
• Proven ability to independently diagnose and resolve a broad range of hardware, software, OS, and network issues, fixing root causes.
• Hands-on experience with Google Workspace, an MDM platform (ManageEngine, Jamf, or equivalent), and Okta or a comparable identity provider.
• Solid understanding of access management principles, including least-privilege, provisioning workflows, and ability to identify and escalate security or compliance gaps.
• Experience managing IT asset records across the full device lifecycle, maintaining accurate and actionable documentation.
• Familiarity with Jira Service Desk or comparable ITSM tool; comfortable managing own queue and using ticket data to inform decisions.
• Strong communication skills across technical and non-technical audiences; able to set expectations clearly during incidents or delays.
• Good working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and ability to troubleshoot connectivity issues independently.
• Self-directed working style; owns issues through to resolution without prompting and flags risks proactively.

Nice to have:

• Knowledge of ITIL principles and their application in a fast-moving support environment.
• Experience with Confluence for internal knowledge management.
• Deeper networking knowledge (LAN/WAN, routing, firewall basics).
• Experience configuring or supporting audio-visual systems in corporate environments.
• Exposure to internet telephony (VoIP) platforms.

• Manage user IT requests end-to-end with minimal supervision, prioritising by urgency and operational impact and confirming resolution meets user expectations before closing.
• Independently diagnose and resolve endpoint, OS, application, and access-related issues using a structured troubleshooting methodology, treating root causes, not symptoms.
• Manage the full device lifecycle including staging, configuration, and MDM operations; ensure devices meet security and compliance requirements at every stage.
• Administer access across applications, email, and collaboration systems within Okta and Google Workspace, applying least-privilege principles and flagging compliance or security gaps.
• Maintain the IT asset inventory throughout the full device lifecycle; create and update user guides and internal knowledge articles.
• Manage ticket queues independently using Jira Service Desk; use service data to inform prioritisation and identify workload patterns.
• Adjust communication style and technical depth for different audiences; manage stakeholder expectations during incidents, delays, or change.
• Identify operational inefficiencies and propose practical improvements; work effectively without close direction.

Our company has an Internal Reporting Procedure available from Human Resources upon request. You may report violations under the terms specified therein.