Service Desk Engineer

About this role

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Service Desk Engineer

• Do you enjoy working hands-on with Microsoft technologies and providing valuable support to users? 
• Are you looking to deepen your technical expertise in a global company?

----------------------------------------

Location: Belgrade, Serbia | Work arrangement: Hybrid | Contract type: Full-time | Language requirements: Fluent English, written and verbal

----------------------------------------

In this role, you will work hands-on within our highly customized Microsoft Dynamics 365 Sales & Customer Service environment, translating business requirements into technical solutions and contributing to the ongoing evolution of our enterprise CRM platform.

Our system supports thousands of global users and goes far beyond standard CRM implementations, requiring deep understanding of Dataverse, plugins, integrations, and platform architecture.

Key Responsibilities:

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

What we need to see from you

• Experience in IT service desk, desktop support, or managed IT support is preferred.
• Working knowledge of Microsoft 365, Windows, email, networking, and endpoint support.
• Experience with Windows administration; basic macOS knowledge is beneficial.
• Strong written and spoken English.
• Able to manage tickets, follow up properly, and take ownership of assigned tasks.
• Good troubleshooting mindset and willingness to learn new technologies.
• Responsible, organised, and able to work with minimal supervision.

What we offer

• Work with one of SoftwareOne’s largest and most strategic global platforms
• Gain deep experience in a complex, enterprise‑scale Dynamics 365 environment
• Learn and grow with cutting‑edge Microsoft technologies, especially in the AI space
• Collaborate within an international team where learning, transparency, and support drive success
• Access to potential certifications, development opportunities, and global exposure

Job Function

IT & Solutions Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [email protected].    Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.  

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.