Service Desk Engineer, Technology

Overview

Service Desk Engineer (Technology) providing high-quality technical support to global employees, delivering first-contact resolution and managing incidents through an ITSM platform.

What you'll do

• Provide technical support via phone, chat, email, and self-service channels.
• Diagnose and resolve end-user incidents across Windows/Mac, Microsoft 365, collaboration tools, and mobile devices.
• Troubleshoot identity, networking, and endpoint issues including Active Directory and VPN.
• Log, categorize, prioritize, and manage tickets in the ITSM platform according to SLAs.
• Escalate complex issues with documentation, diagnostic details, and handoff notes.
• Create and maintain knowledge base content with troubleshooting steps and best practices.
• Support follow-the-sun operational coverage and participate in shift handovers.

What you'll need

• Bachelor’s degree in computer science or related discipline, or equivalent practical experience.
• 3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support.
• Knowledge of Windows, Microsoft 365, and Active Directory.
• Experience supporting enterprise ITSM platforms including ServiceNow and Jira.
• ITIL-aligned operations and knowledge management practices.
• Excellent verbal and written communication skills and ability to meet SLAs.
• Willingness to work in a 24x7 rotational shift model and operate in-office five days per week.

Details

• In-office requirement: five days per week.
• Shift model: 24x7 rotational.