Service Desk Engineer

About the role

You will join SoftwareOne’s global IT team in Belgrade, providing hands‑on support for a highly customized Microsoft Dynamics 365 Sales & Customer Service environment. The role blends classic service‑desk duties with deeper technical work on Microsoft 365, Windows, and enterprise‑scale CRM platforms.

Key responsibilities

• Provide internal IT support via Jira, email, and direct messaging.
• Troubleshoot Microsoft 365, Windows, email, Wi‑Fi, endpoint, and basic network issues.
• Support Adobe applications and other business software, as well as internal tools.
• Prepare, configure, and onboard end‑user devices, including Windows imaging and software installation.
• Perform on‑site support for local office users and assist with hardware/software problems.
• Update, track, and manage service tickets promptly.
• Coordinate with internal teams and vendors to ensure timely resolution.
• Escalate complex issues when required and follow through to closure.
• Create and maintain simple procedures, guides, and technical documentation.

Required profile

• Experience in IT service desk, desktop support, or managed IT support.
• Strong written and spoken English.
• Ability to manage tickets, follow up properly, and take ownership of tasks.
• Responsible, organized, and able to work with minimal supervision.

Required skills

• Microsoft 365
• Windows operating system
• Email systems
• Networking basics
• Endpoint support
• Windows administration
• Basic macOS knowledge
• Jira ticketing tool

What we offer

• Work with SoftwareOne’s large global platform.
• Deep experience in a complex, enterprise‑scale Dynamics 365 environment.
• Opportunities to learn cutting‑edge Microsoft and AI technologies.
• International team collaboration with focus on learning and transparency.
• Access to certifications, development programs, and global exposure.