Junior Service Desk Engineer (Tier 1)

Vacancy: 04

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.

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.

Company Awards

  • Great Place To Work 2023
  • Best Medium-Sized Workplaces 2023
  • Ibec Leading in Wellbeing Top 100 Companies 2021
  • Portwest CEO - Business Man Of The Year - In Business Ireland 2020
  • Deloitte Best Managed Companies 2016-2023
  • Private Irish Business of the Year Export Industry Awards 2019
  • Exporter of the Year 2018
  • Portwest CEO - EY Entrepreneur of the Year 2017

Portwest does not support visa sponsorship for this role. Applicants must have the right to work and fulfil relevant visa/work permit requirements in the appropriate jurisdiction.

Portwest is an equal opportunity employer. All applicants will be considered for employment without attention to age, gender, race, religion, sexual orientation, civil status, veteran status, disability status, or membership of a minority group.

Application Deadline: November 30, 2025