Service Desk Engineer

About the role

The Service Desk Engineer is responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and flexible to work in 24/7 environment.

What you'll do

• Responsible for providing remote technical support and assistance to end-users across the organization
• Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions

What you need

• 5–7 yrs of experience
• Active Directory
• Troubleshooting
• Office 365
• Hardware
• Windows
• Networking
• Any graduate

Good to have

• SOP writing
• Go-to-market