Service Desk Engineer

Job Summary

Providing technical assistance to international clients, the remote Service Desk Engineer will manage incoming tickets, calls, and chats while ensuring high levels of customer service and timely resolution of tier 1 requests.

Key responsibilities

• Handle issues from incoming tickets, calls, and chats, ensuring timely resolution and customer satisfaction
• Track all information in a ticket tracking system and escalate unresolved issues to tier 2 support teams
• Troubleshoot basic end-user issues related to software applications, hardware, and network systems

Required qualifications

• 5-7 years of experience in a Global Service Desk environment
• Strong knowledge of ITIL processes and MIM
• Experience with Active Directory and O365
• Excellent communication skills with international voice experience
• Familiarity with ITSM tools and troubleshooting OSS and BSS tools