Service Desk Engineer

About the role

The Service Desk Engineer joins Mobiz’s End User Services practice to deliver high‑quality incident resolution and service request fulfillment for a portfolio of managed‑services clients. This mid‑level position goes beyond a traditional help‑desk, requiring hands‑on work with Microsoft 365, Azure, and modern device management technologies.

Key responsibilities

• Act as the primary point of contact for Tier 1 and Tier 2 incidents and service requests submitted via ServiceNow, email, or Teams.
• Tri­age, categorize and prioritize tickets against SLA targets, applying run‑book procedures to achieve first‑contact resolution whenever possible.
• Diagnose and resolve end‑user issues across Microsoft 365 applications, Windows 10/11 desktops, hardware, connectivity, and identity access.
• Maintain ticket lifecycle from opening to closure, documenting actions and communicating resolutions clearly.
• Escalate complex or out‑of‑scope incidents to specialized engineering teams with comprehensive investigation summaries.
• Support device provisioning using Intune Autopilot, Windows 11 imaging, and Azure Virtual Desktop session hosts.
• Execute user onboarding workflows across Entra ID, Exchange Online, and Microsoft Teams.

Required profile

• Mid‑level technical support experience within a Microsoft‑focused environment.
• Strong problem‑solving methodology and ability to follow documented procedures.
• Professional communication skills for interacting with client end users and IT contacts.

Required skills

• Microsoft 365 (mail flow, Teams, Exchange Online)
• Azure services, including Azure Virtual Desktop and Entra ID
• Windows 10/11 desktop support and imaging
• Intune Autopilot device deployment
• ServiceNow ticketing platform
• Basic hardware, network connectivity, and identity‑access troubleshooting