Senior Servicedesk Engineer - Technical Support and Escalation
RemoteFull-time3–6 yrsPosted 1 week ago
Mid-level IT support role at Cloud Counselage. Needs 3+ years and a B.Sc, B.Tech or B.E.. Remote.
About the role
This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams. The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues.
What you'll do
- Act as the primary escalation point for technical queries ranging from 1st to 3rd line support
- Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues
- Maintain detailed records of all interactions, actions, and resolutions in the ticketing system
- Ensure accurate logging of time and notes against each client query
- Collaborate with other IT support teams to ensure a cohesive support experience
What you need
- Office 365
- Windows
- Azure
- Terraform
- Ticketing tools
- Troubleshooting
Good to have
- Lean