Junior Service Desk Engineer

Overview

Junior Service Desk / Helpdesk / Desktop Support Engineer providing first-level IT support to global users.

What you'll do

• Provide first-level IT support for helpdesk and desktop support needs.
• Assist global users via calls, chats, and tickets.
• Log, prioritize, and manage incidents and service requests in a ticketing system as per SLAs.
• Diagnose and resolve basic technical issues using standard troubleshooting steps.
• Troubleshoot operating systems, MS Office, email, internet connectivity, and peripherals.
• Escalate complex issues to next-level IT support teams as per procedures.
• Maintain documentation of incidents, solutions, and user interactions and follow IT policies and security guidelines.
• Work night shifts to support users across the USA and other global locations.

What you'll need

• Engineering or Science graduate (or equivalent qualification).
• Fresher experience level.
• Strong verbal and written communication skills in English.
• Basic hands-on knowledge of laptops, desktops, and peripherals.
• Understanding of Windows operating systems and MS Office tools.
• Good problem-solving and analytical skills.
• Readiness to work rotational shifts covering 24/7 support.

Nice to have

• Strong problem-solving mindset and willingness to learn.
• Ability to quickly grasp new tools, technologies, and processes.
• Good customer service orientation and teamwork skills.