The Service Desk Engineer will act as the first point of contact for technical support, providing timely and effective solutions to internal users across our US or Australian teams. This role is critical for ensuring smooth day-to-day operations and requires excellent communication skills and a customer-service-oriented mindset, honed in a global support environment.
Key Responsibilities:
- Provide first-line technical support via phone, email, and chat, resolving IT issues related to hardware, software, and network.
- Log, track, and manage incidents and service requests using an IT Service Management (ITSM) tool like Jira Service Management or Zendesk.
- Escalate complex issues to L2/L3 support teams while maintaining ownership of the ticket and communication with the user.
- Perform user account management (e.g., onboarding, offboarding, password resets) in Active Directory or Azure AD.
- Assist with the setup, configuration, and troubleshooting of desktops, laptops, and peripheral devices.
- Document solutions and contribute to the internal knowledge base.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in a Service Desk or IT Helpdesk role, preferably supporting international users in a multinational/BPO setting.
- Strong knowledge of Microsoft Windows OS, Microsoft 365 Suite, and common desktop applications.
- Basic understanding of network troubleshooting (TCP/IP, DNS, DHCP, VPN).
- Experience with a ticketing system and familiarity with ITIL foundations is a plus.
- Exceptional customer service, communication, and problem-solving skills.
- Willingness to work in a 24/7 shifting schedule to support Australian business hours.