IT Service Desk Engineer L1

We are a leading trading platform expanding globally with top-rated products that have won industry awards for cutting-edge technology and seamless client experience.

• 1-3+ years of experience in a Service Desk/first-line IT support role or equivalent helpdesk exposure.
• Working knowledge of troubleshooting hardware, Windows, macOS, business applications, and connectivity issues using structured methods.
• Exposure to Google Workspace administration and at least one MDM platform (e.g., ManageEngine, Jamf, Intune, Kandji).
• Familiarity with Okta or similar identity provider and understanding of least-privilege access principles.
• Comfortable using AI-assisted tools (e.g., Copilot-style, AI ticket triage, knowledge chatbots) with judgement to verify outputs.
• Basic understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Experience analyzing system and application logs to troubleshoot technical issues.
• Ability to identify recurring support request patterns and document reusable solutions in Confluence.
• Experience with Jira Service Management or similar ITSM tools including ticket management and prioritization.
• Clear, adaptable communication style suitable for non-technical colleagues.
• Reliable, organized, and knowing when to escalate or request help.

• Log, triage and resolve first-line IT requests and incidents (endpoint, OS, application, and access issues) within agreed SLAs, escalating outside scope to L2/L3 or management.
• Work through structured troubleshooting checklists and internal documentation to resolve hardware, software, OS, and connectivity issues, flagging recurring problems.
• Support the full device lifecycle including staging, configuration, enrolment, deployment, and recovery of laptops and mobile devices via MDM platforms following security requirements.
• Carry out day-to-day access administration in Okta and Google Workspace following least-privilege procedures, escalating beyond predefined scope.
• Maintain hardware records in IT asset inventory.
• Manage your own ticket queue in Jira Service Desk, prioritizing by urgency and confirming issue resolution before closing tickets.
• Use approved AI-assisted tools to speed diagnosis, draft user communications, and document fixes, verifying AI suggestions before applying.
• Adjust tone and technical depth for different audiences and keep users informed when fixes are delayed or incidents ongoing.
• Note recurring issues, inefficient steps, or documentation gaps and suggest improvements to management.
• Gather and document all relevant technical information before escalation including symptoms, impact, troubleshooting steps, logs, and evidence.
• Support employee onboarding and offboarding ensuring accounts, access, and devices are managed per procedures.