Junior Service Desk Engineer (Tier 1)

Job Description

Title: Junior Service Desk Engineer (Tier 1)

Company Name: Portwest

Vacancy: 4

Age: Na

Job Location: Cumilla

Salary: --

Experience:

• 1 to 2 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• 1 to 2 years
• The applicants should have experience in the following business area(s): IT Enabled Service

Skills & Qualifications

Required:

• 1-2 years of experience in a technical support or service desk role (internship or entry-level experience accepted).

• Strong working knowledge of Windows 10/11, Microsoft 365, and basic networking concepts.

• Excellent communication, problem-solving, and customer service skills.

• Ability to prioritise and manage multiple requests effectively.

• A positive, proactive attitude and willingness to learn.

• Fluent in English (additional European language a plus).

Desirable:

• Familiarity with IT Service Management (ITSM) or ticketing systems.

• Basic understanding of Active Directory, Intune, or SharePoint administration.

• Microsoft Certifications, such as MS-900 (Microsoft 365 Fundamentals) and AZ-900 (Azure Fundamentals), and CompTIA A+ are highly desirable.

• ITIL Foundation, or equivalent certification (or willingness to obtain).

• MacOS experience.

Job Description & Specification

• PORTWEST, a leading global manufacturer of safety wear, workwear and PPE, is seeking applications for the position of Junior Service Desk Engineer (Tier 1) within our Global IT function.

• Portwest is one of the fastest-growing workwear companies in the world, currently employing over 5,300 staff worldwide, with customer service staff in over 130+ countries and 11 global warehouses in the UK, Ireland, Italy, Poland, Spain, UAE, USA, and Australia.

• We design, manufacture, and distribute market-leading workwear, safety wear, and PPE from wholly owned production facilities.

Job Summary

• We are seeking an enthusiastic and customer-focused Junior Service Desk Engineer to join our global IT team.

• This role provides first-line technical support to Portwest employees across multiple locations, ensuring efficient resolution of incidents and service requests.

• The position offers an excellent opportunity to develop technical skills, gain experience in enterprise IT systems, and progress toward more advanced infrastructure or support roles within Portwest.

• You will report to the Service Desk Team Lead and work closely with Tier 2 and Infrastructure teams to deliver high-quality IT service and maintain operational stability across the business.

Location:

• This role is on-site 5 days a week at Comilla EPZ, Bangladesh.

Reports To:

• Service Desk Team Lead

Overview of Duties and Responsibilities

User Support & Incident Management

• Provide first-line support for hardware, software, and user account issues via phone, email, or ticketing system.

• Log, categorise, and prioritise incidents and service requests in line with ITIL best practices.

• Troubleshoot and resolve common technical issues (password resets, access requests, application errors, printer and device setup).

• Escalate unresolved issues to Tier 2 or Infrastructure teams while maintaining clear communication with users.

• Follow up with users to ensure satisfaction and issue closure.

System & Application Support

• Support standard desktop environments including Windows 10/11, Microsoft 365, and core business applications.

• Assist with onboarding/offboarding procedures (account creation, access permissions, device configuration).

• Maintain accurate asset and user records within IT systems.

• Ensure endpoint devices comply with company security and update policies.

Service Quality & Continuous Improvement

• Contribute to documentation of procedures, FAQs, and user guides.

• Participate in team meetings and share ideas for improving efficiency and service quality.

• Maintain a professional, customer-focused approach in all interactions.

• Support Service Desk initiatives under the direction of the Team Lead.