Service Desk and Support Engineer

• Provide first-line technical support, diagnosing and resolving hardware, software, and network issues for end-users via phone, email, or chat. • Escalate complex or unresolved issues to appropriate specialized teams, ensuring timely resolution and clear documentation. • Manage and maintain IT assets, including inventory tracking, deployment, and decommissioning of hardware and software. • Perform user account management, including creation, modification, and deletion of accounts and access permissions. • Possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. • Hold relevant certifications such as CompTIA A+, Network+, or ITIL Foundation. • Have 3 years of proven experience in a customer-facing IT support role, preferably within the [Specify Industry, e.g., finance, healthcare] sector. • Demonstrate strong technical proficiency in operating systems (Windows, macOS), common office applications, and basic networking concepts.