Multilingual IT Service Desk Engineer (L0/L1 Support)

Title: Multilingual IT Service Desk Engineer (L0/L1 Support)

Location: Remote

Key Responsibilities

• Customer Call Handling:

  Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.

• Initial Troubleshooting:

  Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.

• Task Execution:

  Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.

• System Maintenance:

  Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.

• Backup & Restore Operations:

  Monitor backup systems, resolve issues, and fulfill customer data restoration requests.

• Remote Resolution:

  Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.

• Vendor & ISP Coordination:

  Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.

Required Skills & Qualifications

• Proficiency in

  one or more of the following languages

  :
• Bahasa (Indonesian)
• Filipino (Tagalog/Philippines)
• Mandarin Chinese
• Strong verbal and written communication skills in

  English

  .
• 1–3 years of experience in

  IT Service Desk / Helpdesk / L0-L1 Technical Support

  .
• Hands-on knowledge of operating systems (Windows/Mac/Linux), networking basics, and enterprise applications.
• Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Ability to follow standard operating procedures and escalate complex issues to higher-level teams.
• Strong customer service orientation and problem-solving mindset.

Preferred Qualifications

• ITIL Foundation certification or equivalent exposure to ITSM processes.
• Experience supporting global customers in a multilingual service desk environment.
• Flexibility to work in

  24x7 rotational shifts

  as required.

Location

• Flexible

  – Team can be based in India or outside India (as per language availability and business requirements).