IT Service Desk Engineer, Level 1 – Secom
Core
First point of contact for client IT support, troubleshooting and resolving technical issues across endpoints, identity, and connectivity.
Role type
Level 1 IT Service Desk Engineer
Builds
IT support services for clients (clubs, golf venues) via phone, email, chat, and ticketing systems
Domain
IT Services / Managed Service Provider (MSP)
Deliverable
client delivery
Required skills
Windows 10/11 support, Microsoft 365 administration, Active Directory management, basic hypervisor knowledge (Hyper-V/VMware), IT ticketing/PSA systems, remote troubleshooting, SLA management
Preferred skills
MSP experience, customer service background
Responsibilities
Log, categorize, and prioritize incidents; troubleshoot common hardware/software issues; assist with Wi-Fi, VPN, and remote access; monitor RMM alerts and perform basic maintenance; escalate complex issues; maintain documentation; identify recurring issues for process improvement
Seniority
Junior, 1–2 years experience