L1 Service Desk Engineer

Who we are:

High-Tech Systems & Software develops enterprise line of business applications that covers a broad range of platforms, technologies, and services. Our technical teams are on the lookout for new colleagues to join them in the quest of providing an efficient bridge between business needs and technical solutions and delivering software solutions that add value to our customers.

As a Global L1 Service Desk Engineer you will:

  • Respond to incoming service desk calls, emails, and tickets promptly and professionally.
  • Identify, troubleshoot, and resolve technical issues reported by IT specialists.
  • single point of contact for analyzing, classifying and handling requests.
  • active in monitoring of technologies using monitoring tools and notification engines (reacting on alarms, raising and handling tickets).
  • Document all incidents, problems, and solutions accurately in the ticketing system.
  • Escalate complex issues to appropriate teams or senior technical staff for further investigation.
  • Perform user administration tasks such as account creation, password resets, and access management.
  • Assist in the maintenance and update of knowledge base articles and support documentation.
  • Collaborate with other IT teams to ensure effective problem resolution and service delivery.
  • Adhere to established service level agreements (SLAs) for incident response and resolution.
  • Understanding of incident management processes and the ability to prioritize and escalate incidents effectively.


Operating Systems:

  • Solid understanding of computer hardware, operating systems, and software applications.
  • Proficiency in Windows operating systems (., WindowsWindows Server).
  • Familiarity with macOS and Linux operating systems (preferred but not mandatory).
  • Understanding of system configurations, file systems, and user management.


  • Knowledge of TCP/IP, DNS, DHCP, and LAN/WAN concepts.
  • Understanding of VPN configurations and remote access solutions.
  • Familiarity with wireless networks and troubleshooting connectivity problems.
  • Troubleshooting hardware-related problems, including basic diagnostic techniques.

Software Applications:

  • Experience in supporting and troubleshooting common business applications (., Microsoft Office Suite, web browsers, email clients, etc).
  • Understanding of software installation, configuration, and updates.
  • Ability to diagnose and resolve software compatibility issues.
  • Familiarity with software licensing and compliance.

Mobile Devices:

  • Knowledge of mobile device platforms (., iOS, Android).
  • Ability to troubleshoot mobile device issues, including email setup, app installations, and connectivity problems.
  • Proficiency in remote support tools such as remote desktop software, virtual private network (VPN) clients, and remote assistance tools.
  • Ability to guide users through remote troubleshooting steps.


  • Understanding of security principles and best practices.
  • Awareness of common security threats (., malware, phishing) and ability to guide users on safe computing practices.
  • Knowledge of password management, account security, and access controls.

Customer Skills Requirements:

  • Strong customer service orientation with a focus on providing exceptional support.
  • Ability to empathize with end-users and remain calm under pressure.
  • Patience and attentiveness to effectively listen and understand customer needs.
  • Aptitude for explaining technical concepts to non-technical individuals.
  • Previous experience in a service desk or technical support role is an advantage.

What you could expect:

  • Competitive salary and growth perspectives
  • Motivated and international teams
  • Mixt work system (home and office hours)
  • Flexible working hours
  • Additional annual vacation days (starting at 21 and going up to 24)
  • Private health coverage
  • Meal tickets
  • Budget for annual professional training sessions