About the role
The service desk is the front door to OKTAGATE. When something breaks at a client site, you are the first person they speak to, and how that call goes shapes what they think of us far more than any proposal does.
You will handle first and second line support across a mixed estate: Microsoft 365, Windows and macOS endpoints, printers, telephony, network basics and business applications. You will resolve what you can, escalate cleanly what you cannot, and keep the client informed throughout.
This is a genuine entry point into engineering. Several of our network and systems engineers started on this desk, and the competency framework makes the route explicit.
What you will do
- Take calls, emails and portal tickets, and log them accurately with the right priority.
- Triage against the client's contracted SLA and escalate before a target is at risk, not after.
- Resolve common issues first time: account and password problems, Microsoft 365 and Exchange, endpoint faults, printing, VPN, telephony.
- Administer users and mailboxes: joiners, movers and leavers, permissions, licences, device enrolment in Intune.
- Run first-line network and connectivity diagnostics before escalating to the network team.
- Monitor alert queues and open tickets for events the tooling raises.
- Keep the knowledge base current, so the next person handling the same issue is faster than you were.
- Communicate in the client's preferred language across English, Arabic and Kurdish.
What we are looking for
- At least a year in IT support, or a relevant degree plus demonstrable hands-on interest such as a home lab.
- Fluent Kurdish (Sorani) and Arabic, with working English for documentation and vendor cases. All three are essential for this role.
- Solid Windows desktop troubleshooting and familiarity with Microsoft 365 from a user's perspective.
- Basic networking: what an IP address, DNS, DHCP and a VLAN are, and how to test each.
- Genuine patience. Many callers are stressed and not technical, and the tone you set matters.
- Careful written records. A ticket that says "fixed" helps nobody.
- Willingness to work a shift within extended service desk hours.
Nice to have
- CompTIA A+ or Network+, MS-900, AZ-900 or CCNA in progress.
- Active Directory administration experience.
- Exposure to a ticketing platform such as ManageEngine, Freshservice or Jira Service Management.
- macOS or Linux desktop familiarity.
- Experience in a managed services provider rather than an internal IT department.
What we offer
- Sponsored certification from your first month, with exam fees, official training and study time in working hours.
- A published route into the network, systems, security or applications tracks, with the requirements written down.
- Lab access to practise on real equipment.
- Seniors who explain rather than gatekeep. You will sit in on design reviews from month one.
- Shift allowance where applicable, health cover for you and your dependants, transport allowance and 22 days of leave.
- Hybrid working after probation, typically two days from home.
What we assess. A paid two-hour exercise: a few realistic tickets and a short role-play call. We are watching how you diagnose, what you ask before you act, and how you explain a technical problem to somebody who is not technical. Not whether you already know every answer.
How to apply
Send your CV to careers@oktagate.com with the subject line "Application: Service Desk Engineer". If you have built something at home, a lab, a small network, a script, tell us about it. That counts for more with us than a grade average.
OKTAGATE hires on ability. We welcome applications regardless of gender, background or religion, and we will make reasonable adjustments to our process on request.