Jr. Service Desk Engineer

As a Senior Service Desk Engineer at our dynamic IT support team, you will play a crucial role in troubleshooting, resolving, and documenting complex service desk incidents. Your extensive knowledge and experience will be utilized to ensure the smooth operation of IT services. You will also have the opportunity to mentor junior team members, develop documentation, and enhance overall service delivery processes. Your strong analytical abilities and customer-oriented mindset will enable you to provide exceptional service to clients and internal teams, driving user satisfaction and operational excellence. If you are proactive, detail-oriented, and passionate about technology, we encourage you to apply. **Responsibilities:** - Serve as the primary escalation point for complex technical issues and ensure timely resolution. - Mentor and train junior service desk staff on troubleshooting techniques and best practices. - Develop and maintain comprehensive documentation for standard operating procedures and technical guides. - Monitor ticketing system to meet and exceed service level agreements consistently. - Collaborate with other IT teams to identify root causes of recurring issues and implement solutions. - Conduct regular training sessions for staff on new technologies and tools. - Gather feedback from stakeholders to enhance service delivery based on customer needs. **Requirements:** - Bachelor's degree in computer science, information technology, or related field. - 5+ years of experience in a service desk or technical support environment, with strong troubleshooting expertise. - In-depth knowledge of IT service management (ITSM) frameworks and methodologies, preferably ITIL certified. - Proficiency in supporting Windows, Linux, and macOS operating systems. - Experience with remote support tools and technologies, such as VPN, remote desktop, and ticketing systems. - Excellent communication skills, both verbal and written, focusing on customer service and collaboration. - Ability to work independently, manage multiple tasks simultaneously, and thrive in a fast-paced environment.,