L1-L2 Service Desk Engineer

Job description

##### Growe welcomes those who are excited to: - Provide L1–L2 technical support for end users in a corporate environment; - Maintain and monitor office IT infrastructure, including computers, laptops, and peripheral devices; - Install, configure, and support Windows and MacOS operating systems; - Troubleshoot and resolve hardware, software, networking, and system-related issues; - Perform regular system maintenance, updates, patching, and preventive support activities; - Handle support tickets, communicate with users, and ensure timely issue resolution according to SLA requirements; - Support endpoint security processes, including antivirus, encryption, and patch management; - Assist with procurement, setup, and replacement of IT equipment; - Perform basic system administration tasks and support infrastructure services such as Active Directory, SCCM, and VPN; - Escalate complex issues to senior support teams when necessary; - Collaborate with internal IT teams to ensure smooth and stable IT operations. ##### We need your professional experience: - 1–3 years of experience in IT Support / Service Desk / Desktop Support roles; - Experience combining both L1 and L2 support responsibilities; - Proven experience supporting end-user devices in enterprise environments; - Strong knowledge of Windows 10/11 administration; - Strong experience with MacOS support (Linux knowledge is considered a plus); - Understanding of endpoint security principles, including patch management, antivirus, and encryption; - Basic experience with infrastructure systems such as Active Directory, SCCM, and VPN; - Experience working with ticketing or task management systems; - Upper-Intermediate (B2) or higher, must be fully fluent in both written and spoken English. ##### We appreciate if you have those personal features: - Strong customer-service and communication skills; - Good troubleshooting and problem-solving abilities; - Ability to prioritize tasks, multitask, and work within SLA requirements; - Responsible, organized, and detail-oriented approach to work; - Ability to stay calm and professional while supporting a high volume of users; - Team player with a proactive and flexible mindset; - Willingness to learn and adapt to new tools, systems, and processes. ##### We are seeking those who align with our core values: - GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals; - DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success; - BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.