Junior Assistant Service Delivery Engineer

Key Responsibilities

Service Operations Support

• Assist in managing customer incidents and service requests through the service management system.
• Provide first-level technical support and initial troubleshooting for hardware, software, network, and Microsoft 365 issues.
• Escalate complex issues to senior engineers and track progress through to resolution.
• Ensure tickets are updated accurately and resolved within agreed service levels.

Monitoring & Maintenance

• Monitor customer systems, servers, network devices, and cloud services using monitoring tools.
• Respond to system alerts and perform basic troubleshooting.
• Assist with routine maintenance tasks such as patching, backup verification, and system health checks.
• Support preventive maintenance activities to ensure service reliability.

Customer Support

• Communicate professionally with customers via phone, email, and ticketing systems.
• Provide regular updates on incidents and service requests.
• Deliver excellent customer service and maintain positive working relationships with customers.

Documentation & Reporting

• Record troubleshooting steps, resolutions, and system updates in the ticketing platform.
• Maintain technical documentation, standard operating procedures, and knowledge base articles.
• Assist in preparing service reports and operational updates.

Learning & Development

• Participate in technical training and certification programs.
• Learn and apply ITIL-based service management practices.
• Continuously develop technical knowledge in cloud technologies, infrastructure, and managed services.

Requirements

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• Fresh graduates are encouraged to apply.

Experience

• Fresh graduate or up to 2 years of experience in IT support, service desk, helpdesk, or technical support roles.
• Internship experience in IT support or infrastructure administration is an advantage.

Technical Knowledge

Basic understanding of:

• Windows operating systems
• Microsoft 365 applications and services
• Computer hardware and troubleshooting
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Cloud computing concepts (Microsoft Azure or AWS preferred)
• IT ticketing systems and service management processes

Skills & Competencies

Technical Skills

• Basic troubleshooting and problem-solving skills
• Knowledge of Microsoft Windows and Microsoft 365
• Understanding of networking fundamentals
• Ability to follow documented procedures and processes

Soft Skills

• Strong customer service mindset
• Good verbal and written communication skills
• Eagerness to learn and develop new technical skills
• Ability to work effectively in a team environment
• Strong organizational and time management skills
• Positive attitude and willingness to take ownership of assigned tasks

Preferred Certifications

Candidates pursuing or holding any of the followingcertifications will have an advantage:

• ITIL Foundation
• Microsoft Certified Fundamentals (MS-900, AZ-900, SC-900)
• CompTIA A+
• CompTIA Network+

Key Performance Indicators (KPIs)

• Ticket response and resolution within SLA targets
• Customer satisfaction ratings
• Ticket documentation quality
• Attendance and participation in training programs
• Adherence to operational processes and procedures

Team collaboration and support effectiveness