Software Engineer

Role Purpose Provide advanced troubleshooting and resolution for end-user incidents while supporting continuous improvement of service desk operations. Key Responsibilities Resolve complex incidents not handled at L1 Perform remote troubleshooting of desktops, laptops, and applications Manage user account provisioning and access control Support Office/M365, collaboration tools, and enterprise applications Assist with patching, deployments, and system updates Identify recurring issues and recommend problem management actions Contribute to knowledge base creation and updates Support onboarding and training of junior analysts Required Skills Strong troubleshooting skills (Windows/macOS, networks) Active Directory / identity management basics M365 and enterprise application support ITIL process understanding Good documentation skills Experience 2-5 years