ServiceDesk Engineer

SWATX

Key Responsibilities: Endpoint & Device Management:

Manage and maintain corporate and BYOD devices using Microsoft Intune and SCCM.

Standardize laptop images and configurations across user roles and departments.

Enforce and update MDM policies to maintain device compliance and security.

Service Desk Support:

Act as the first point of contact for IT-related support tickets via Jira Service Management.

Troubleshoot hardware and software issues for laptops, desktops, mobile devices, and peripheral equipment.

Document technical issues and solutions in Confluence for knowledge base management.

Security & Monitoring:

Implement and maintain endpoint detection and response using Microsoft Sentinel.

Ensure compliance with cybersecurity policies, including monitoring and alerting.

Conduct regular audits to ensure device encryption, patching, and antivirus compliance.

Collaboration Tools & Productivity Platforms:

Administer and support Microsoft 365, including Outlook, SharePoint, Teams, and OneDrive.

Manage mailbox configurations, distribution groups, and Office 365 licenses.

Coordinate with email server and DNS providers for domain and email flow issues.

IT Operations & Automation:

Assist in automating user onboarding/offboarding processes using scripting or third-party tools.

Maintain asset inventory and manage IT procurement life cycle.

Monitor device performance and lifecycle status to plan for upgrades/replacements.

User Training & Documentation:

Train users on collaboration tools and device security best practices.

Create and maintain end-user documentation and how-to guides.

Required Skills & Experience:

3+ years experience in a ServiceDesk or IT Support role.

Strong hands-on experience with Microsoft Intune, SCCM, Windows Autopilot, and MDM.

Experience in managing email servers (Exchange Online preferred) and Office 365 suite.

Familiarity with Microsoft Sentinel, Jira, and Confluence.

Solid understanding of networking fundamentals, Active Directory, and Group Policy.

Experience with SharePoint Online configuration and permissions management.

Strong troubleshooting skills across hardware, software, and cloud environments.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Preferred Skills:

Experience with PowerShell or other scripting languages.

ITIL Foundation certification is a plus.

Familiarity with Zero Trust security models and conditional access policies.

Qualifications:

Bachelor s degree in Information Technology, Computer Science, or a related field.

Industry certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are a plus.