IT Service Desk Engineer L1

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

 

We are looking for the IT Service Desk Engineer L1 who takes ownership of problems and closes them without needing to be chased. 

Manage user IT requests end-to-end with minimal supervision, prioritising by urgency and operational impact and confirming resolution meets user expectations before closing.

Independently diagnose and resolve endpoint, OS, application, and access-related issues using a structured troubleshooting methodology — treating root causes, not symptoms.

Manage the full device lifecycle including staging, configuration, and MDM operations; make sure devices meet security and compliance requirements at every stage.

Administer access across applications, email, and collaboration systems within Okta and Google Workspace, applying least-privilege principles and flagging compliance or security gaps when they arise.

Maintain the IT asset inventory throughout the full device lifecycle; create and update user guides and internal knowledge articles to keep documentation accurate and usable.

Manage ticket queues independently using Jira Service Desk; use service data to inform prioritisation and identify workload patterns.

Adjust communication style and technical depth for different audiences; manage stakeholder expectations clearly during incidents, delays, or change.

Identify operational inefficiencies and propose practical improvements; work effectively without close direction.

3+ years of proven experience in Service Desk within a large-scale organization.

Proven ability to independently diagnose and resolve a broad range of hardware, software, OS, and network issues — you fix root causes, not just symptoms.

Hands-on experience with Google Workspace, an MDM platform (ManageEngine, Jamf, or equivalent), and Okta or a comparable identity provider.

Solid understanding of access management principles, including least-privilege, provisioning workflows, and the ability to identify and escalate security or compliance gaps.

Experience managing IT asset records across the full device lifecycle, with a track record of keeping documentation accurate and actionable.

Familiarity with Jira Service Desk or a comparable ITSM tool — comfortable managing your own queue and using ticket data to inform decisions.

Strong communication skills across technical and non-technical audiences; able to set expectations clearly during incidents or delays.

Good working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and the ability to troubleshoot connectivity issues independently.

Self-directed working style — you own issues through to resolution without prompting and flag risks proactively.

Knowledge of ITIL principles and how they apply in a fast-moving support environment.

Experience with Confluence for internal knowledge management.

Deeper networking knowledge (LAN/WAN, routing, firewall basics).

Experience configuring or supporting audio-visual systems in corporate environments.

Exposure to internet telephony (VoIP) platforms.