IT Service Desk L1 Engineer

Overview of 66degrees

66degrees is seeking a highly motivated and customer-focused IT Service Desk L1 Engineer to join our growing team. We are dedicated to providing excellent technical support and maintaining a stable IT environment for our employees.

Overview of role

The IT Service Desk L1 Engineer will be the first point of contact for all IT-related issues and requests. This role involves troubleshooting basic technical problems, escalating complex issues to higher-level support, and providing exceptional customer service.

Responsibilities

• Provide initial technical support to end-users.
• Log, categorize, and prioritize all incoming IT support tickets in the ticketing system.
• Perform troubleshooting of hardware, software, applications and network connectivity issues.
• Assist users with password resets, account unlocks, and basic application support.
• Escalate complex or unresolved issues to L2 engineers with detailed notes and logs.
• Maintain accurate and up-to-date documentation of IT procedures and solutions.
• Educate users on common IT issues and best practices.
• Participate in on-call rotation as required.
• Contribute to continuous improvement initiatives for service desk operations.
  
  

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 1-2 years of experience in an IT service desk role.
• Strong understanding of Mac Systems, Windows systems,Google Administration, Google Workspace Applications, common business applications.
• Basic knowledge of network fundamentals (TCP/IP, DNS, VPN).
• Excellent communication and interpersonal skills.
• Ability to troubleshoot and resolve technical issues efficiently.
• Customer-centric mindset with a focus on providing positive user experiences.
• Ability to work independently and as part of a team.
  
  

Preferred Qualifications

• ITIL Foundation, or similar certifications would be a plus.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Familiarity with remote support tools.
  
  

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.