End User Support / Service Desk Engineer – Tietoevry Create (m/f/d)

A part of global technology organization Tietoevry, MentorMate creates durable technical solutions that deliver digital transformation at scale by blending strategic insights and thoughtful design with brilliant engineering. With mature and established practices in enterprise web and mobile development, quality engineering, technical architecture, human-centered design, cloud, DevOps, data, and analytics, the company provides its people with the opportunity to work on impactful, global projects for recognizable brands. We value every team member and share our success through flexible working models, competitive pay and benefits, and advancement opportunities in a team of thousands of experts located around the globe.

About the role

We are looking for a proactive and experienced Engineer to lead our End User Support team. The ideal candidate will oversee daily operations, ensure timely and effective resolution of technical issues, and drive continuous improvement in service quality and user experience.

Responsibilities 

• Work in a 24/7 shift schedule, including night shifts and weekends
• Communicate with users through phone, email, ticketing systems, and instant messaging
• Handle, prioritize, and dispatch ITSM tickets, ensuring timely and accurate processing
• Escalate requests to the appropriate support teams when needed
• Provide remote technical support to end users
• Manage and resolve advisory requests
• Troubleshoot and resolve IT incidents by performing initial diagnostics and applying standard procedures and corrective actions

Requirements

• Solid understanding of ITIL principles and Service Desk/Help Desk operations
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication skills and the ability to interact effectively with users at all levels
• Ability to work under pressure while managing multiple tasks and priorities efficiently
• Experience working with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Good understanding of Windows OS, Office 365, basic networking, and hardware troubleshooting
• Basic experience with Active Directory and SharePoint
• Strong analytical and critical-thinking abilities
• Customer-focused mindset and service-oriented approach in daily interactions
• Flexibility, proactivity, and the ability to take initiative
• English proficiency

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)