Associate System Engineer

Your Role:

• As a Service Desk Analyst, you are the first point of contact for users experiencing technical issues across the organization. In this role, you capture and log user issues, categorize and prioritize tickets, and resolve them using prescribed solutions or escalate as required. You ensure timely and accurate updates to users, monitor ticket progress throughout the lifecycle, and contribute to knowledge base improvements, KPI and SLA adherence, and seamless shift handovers.
• Who You Are:
• 2 to 4 years of experience in IT, Customer Support, or a related domain.
• Graduate degree, preferably in Computer Science or a related field.
• Strong proficiency in English, both verbal and written.
• Solid written and verbal communication skills, with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) and hands-on experience in customer interactions and troubleshooting.
• ITIL knowledge, familiarity with Windows environments and networking fundamentals, and experience with service management tools such as ServiceNow, Jira, BMC Remedy, or equivalent platforms.
• Practical background in IT Service Desk, Helpdesk, or Technical Support functions.
• Hands-on experience across the end-to-end ticket lifecycle, including receipt, logging, prioritization, categorization, remote resolution, and closure.
• Proven ability to adhere to SLAs and KPIs, participate in shift handovers, and support cross-shift continuity.
• What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
• Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!