Service Desk Engineer

About Virtuelle Group

At Virtuelle Group, we pride ourselves on being your trusted partner for all things IT. Our Service Desk is the heart of our customer support ecosystem, dedicated to delivering a seamless experience across incident resolution, service requests, and proactive IT support.

As a Service Desk Engineer, you will be the primary point of contact for all technical issues raised via telephone, email, or remote support tools. This role is essential in supporting our customers' day-to-day operations and ensuring exceptional service delivery.

Role Purpose

You will report to the Service Desk Manager and collaborate closely with the Engineering and Cybersecurity teams for escalated requests, threat evaluation, and security-related incidents. This role requires strong technical capability, attention to detail, and a commitment to providing best-in-class customer service.

Main Duties / Responsibilities

Core Support Responsibilities

• Provide Level 1/2 remote support for incidents and service requests.
• Ensure all calls, support interactions, and incident requests are logged accurately in the Service Desk system.
• Respond to customer inquiries in a timely, professional manner.
• Investigate and document incidents clearly and concisely.
• Regularly update customers on progress and resolutions.
• Deliver solutions within agreed service levels.

Critical Incident Handling

• Take ownership of assigned Critical Incidents and prioritize accordingly.
• Perform timely investigations and updates, including timestamps and customer interactions.
• Execute required actions to resolve critical incidents.
• Contribute to post-incident reports, identifying learnings and improvements.

Cybersecurity Responsibilities

• Assist in identifying, triaging, and escalating potential cybersecurity threats or anomalies.
• Provide first-level response for security-related incidents (e.g., phishing reports, account compromise, suspicious activity).
• Support cybersecurity monitoring tools by flagging unusual behavior or patterns.
• Follow established security protocols and contribute to maintaining cybersecurity best practices across customers.
• Maintain confidentiality and integrity of customer data when handling incidents.

Operational Excellence

• Ensure knowledge base articles and documentation are kept up to date.
• Complete weekly timesheets accurately.
• Attend and contribute to weekly team meetings and one-on-one sessions.
• Continuously improve skills through training and certifications, including cybersecurity-related learning.
• Work both independently and collaboratively to troubleshoot hardware and software issues.
• Escalate matters to senior managers that may significantly impact the business or customer operations.
• Coordinate with vendors when issues cannot be resolved internally.
• Communicate to customers clearly, using terminology aligned with Virtuelle Group's standards.
• Perform other tasks that contribute to the overall success of Virtuelle Group.
• Participate in rotational shift work to support Virtuelle's operating hours (5 days per week).

Technical Requirements

• Minimum one year of experience in an IT Service Desk or MSP environment.
• Experience supporting Microsoft Windows environments and end-user computing.
• Strong understanding of remote support tools and ticketing systems.
• Excellent customer service and communication skills (written and verbal).
• Demonstrated ability to deliver customer service excellence.
• Cybersecurity exposure or experience is preferred, including familiarity with:
  • Basic threat detection and first-level triage
  • Email security tools (phishing, spam filtering)
  • Identity/security incident handling
• Microsoft certifications are highly regarded.
• A strong drive for continuous improvement and achieving the best outcomes for customers.

Key Relationships / Engagements

• Business executives and staff across all levels
• Customers, service providers, and vendors
• Internal Engineering and Cybersecurity teams

Why Virtuelle Group?

Virtuelle Group stands out because of our strong culture and values:

• You will have an IMMEDIATE IMPACT
• Relentless growth—professionally and individually
• Direct involvement in customer outcomes
• Open communication with the leadership team
• Data-driven organization with proven, tested processes
• Dynamic and team-oriented culture
• Ongoing training and development opportunities
• We support each other to succeed
• We move fast and solve quickly
• We value our reputation