Service Desk Engineer - Cyprus - Competitive Package
We are helping an established IT services and technology solutions company expand its Service Desk team.
This role focuses on providing Level 1 and Level 2 technical support to customers, troubleshooting hardware, software and network issues, and ensuring a high standard of customer service.
You will be responsible for handling technical support requests, resolving incidents remotely or onsite, documenting customer issues, and collaborating with senior engineers to resolve more complex technical problems.
The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and a customer-focused approach to IT support.
The position involves both office-based and remote technical support, with occasional visits to customer sites as part of a rotation system.
Key Responsibilities
Technical Support & Troubleshooting
- Respond to customer enquiries via telephone, email and assigned support tickets.
- Gather and document customer information and technical issues using the Service Desk ticketing system (Autotask).
- Provide Level 1 and Level 2 technical support for hardware, software and network-related issues.
- Troubleshoot and resolve technical incidents remotely via telephone, email or chat, following established procedures and Service Level Agreements (SLAs).
- Identify, evaluate and prioritise customer issues, ensuring accurate documentation and timely resolution.
- Escalate complex technical problems to Level 3 Service Desk Engineers and follow up until resolution.
Onsite & Remote Support
- Provide onsite technical support at customer premises when required, as part of a rotation system.
- Perform troubleshooting, hardware and software installations, and technical assessments during customer visits.
- Coordinate with customers, vendors and technical support teams to resolve hardware, software and network-related issues.
System Setup & Maintenance
- Install, configure and support PC-based software applications, including Microsoft 365, email systems, spreadsheets, presentation tools and other business applications.
- Assist with customer hardware setup, configuration and troubleshooting.
- Perform routine maintenance activities and coordinate with IT and NOC teams.
- Monitor customer IT infrastructure and report potential technical issues.
Documentation & Service Quality
- Maintain accurate records of support tickets, troubleshooting activities and resolutions.
- Contribute to knowledge base updates, Standard Operating Procedures (SOPs) and technical documentation.
- Follow established Service Desk procedures, quality standards and company policies.
- Ensure customer satisfaction through timely issue resolution and professional communication.
- Maintain accurate timesheets and provide regular updates on assigned tasks.
Team Collaboration & Development
- Collaborate with other Service Desk Engineers and technical teams to ensure efficient service delivery.
- Participate in technical training programmes and professional certifications.
- Support Service Delivery projects when required and approved by the Service Desk Manager.
- Report customer complaints, technical concerns and service improvement suggestions to the Service Desk Manager.
Requirements
- Technical knowledge of hardware, software and network troubleshooting.
- Ability to provide Level 1 and Level 2 IT support to customers and end users.
- Familiarity with Microsoft 365 applications, email systems and common business software.
- Understanding of IT support ticketing systems and incident management procedures.
- Ability to identify, prioritise and resolve technical issues efficiently.
- Strong communication and customer service skills.
- Ability to work independently and collaboratively within a technical support team.
- Strong organisational skills and attention to detail.
- Willingness to provide onsite customer support when required, as part of a rotation system.
- Willingness to participate in ongoing technical training and professional development.
Benefits
- Provident Fund
- Training and certifications covering supported technologies and products
- Great working environment
- Opportunities for professional growth and development
Application
If you are a motivated Service Desk Engineer looking for your next opportunity in the IT industry, hit apply and we will do the rest. Please apply with your CV and we will be in touch for a confidential chat.
