Service Desk Engineer

Role Overview

What You Will Do

• Work as a service desk, helpdesk, and desktop support engineer.
• Provide technical assistance to global users.
• Recognize, diagnose, research, isolate, and resolve problems through discussions with users.
• Troubleshoot operating systems, Microsoft Office applications, email, special applications, Internet connections, and hardware or peripheral equipment.
• Route complex problems to next-level internal IT support using correct processes and procedures.
• Solve complex, non-routine problems and determine innovative solutions through cost-benefit analysis.
• Work night shifts to support users in the United States and other locations.

What You Will Need

• An engineering or science degree is required.
• At least 2 years of relevant Service Desk experience is required.
• Strong verbal and written communication skills in English are required.
• Hands-on experience managing laptops, desktops, and accessories is required.
• Knowledge of the ITIL framework and information security concepts aligned with ISO 27001 is required.
• Working knowledge of a ticketing tool is required, with ServiceNow preferred.