Service Desk & End User Support Engineer

Service Desk & End User Support Engineer

We are looking for experienced Service Desk & End User Support Engineers to provide Level 1, Level 2, and Level 3 technical support across the enterprise. This role is critical in ensuring uninterrupted productivity for end users by delivering efficient support across service desk operations, basic infrastructure troubleshooting, including Virtual Desktop Infrastructure (VDI/AVD) environments.

Key Skills & Qualifications:

• 5+ years of experience in IT support or service desk roles
• Hands-on with ITSM tools (ServiceNow or equivalent)
• Strong knowledge of O365 administration & support, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows/Mac endpoint management (Intune, SCCM, patching)
• Basic knowledge of Active Directory (user, groups, policies)
• Familiarity with VDI/AVD environments
• Excellent customer service and communication skills

Responsibilities:

• Handle incidents, service requests, and access issues via multi-channel support (phone, email, portal)
• Troubleshoot O365, VPN, endpoint, and application issues
• Escalate complex tickets to the Infrastructure or Network teams
• Maintain Service Desk knowledge base articles and FAQs
• Ensure SLAs are met (P1–P4 priority handling), L1, L2 & L3 Support
• Support Digital Employee Experience (DEX) monitoring and reporting
• Should have excellent communication skills and a strong customer-service mindset
• Spanish language proficiency is optional but highly desirable and considered an advantage

Who We Are...

SmarTek21, founded in 2006, is an innovative digital transformation leader dedicated to empowering organizations through design-led, data-centric solutions. We believe that exceptional user experiences and intelligent data-driven insights are pivotal in shaping the future of business. At the heart of our approach is Design-Led Engineering, where we combine strategic design principles with cutting-edge technology to create tailored solutions that deliver significant business outcomes. Our commitment to accelerating digital transformation includes specialized expertise in Agile DevOps, Data Engineering and analytics, Testing Automation and support, and comprehensive Managed Application and Infrastructure Services. We've evolved from our consulting and development roots into a full-spectrum service provider, integrating advanced technologies like Generative AI (GenAI) to facilitate our clients' seamless, transformative digital journeys. A passion unites our dynamic team of technology visionaries and business strategists for innovation and excellence. At SmarTek21, you'll join a collaborative environment dedicated to shaping the digital landscape and driving impactful results for organizations worldwide.

SmarTek21 is committed to fostering a diverse and inclusive environment. We encourage applications from individuals of all backgrounds and experiences.