onsite
Service Desk Engineer - puro Personaldienstleistung GmbH
Software Engineer
Service Desk Engineer responsible for first‑line support, troubleshooting Windows and Linux environments, managing Active Directory, and ensuring SLA compliance using ITIL best practices and ServiceNow ticketing.
About the role
Key Responsibilities
- Provide first‑line technical support for end‑users via phone, email, and remote tools.
- Troubleshoot and resolve Windows and Linux workstation issues, including software, hardware, and network connectivity.
- Manage user accounts, permissions, and group policies in Active Directory.
- Log, track, and close incidents in ServiceNow, ensuring adherence to SLA targets.
- Escalate complex problems to higher‑level support teams and document solutions.
Requirements
- Proven experience in a service desk or help‑desk role.
- Strong knowledge of Windows and Linux operating systems.
- Experience with Active Directory administration.
- Familiarity with ITIL processes and ServiceNow or similar ticketing systems.
- Excellent communication skills and customer‑focused attitude.
Skills
linuxactive directoryitilservicenow