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.
Read the full description and apply on the company’s own careers page.
