Senior Managed Service Desk Engineer

You are committed to providing exceptional 24x7 support to customers, and as a Senior Managed Service Desk Engineer, your primary responsibility will be to offer round-the-clock technical support and assistance. Your key tasks will include troubleshooting hardware/software issues, guiding users through problem-solving processes, and ensuring professional, high-quality service delivery in all interactions. You will be expected to provide 24x7 technical support via phone, email, and live chat, diagnose and resolve hardware, software, and application issues, log all customer interactions and technical procedures in the ticketing system, collaborate with peers and other teams to escalate and resolve complex issues, and maintain high levels of customer satisfaction through quality service delivery. To excel in this role, you should possess a minimum of 7 years of experience in a technical support or service desk role, have a solid understanding of hardware and software troubleshooting, proficiency in application support and common enterprise software, strong networking skills, familiarity with ITIL processes, strong communication, documentation, and interpersonal skills, and the ability to work in high-pressure, fast-paced environments with 24x7 support demands. Ideally, you should hold a Bachelor's degree in Computer Science, Information Technology, or a related field. Additionally, ITIL certification, experience with enterprise-level ticketing tools (e.g., ServiceNow, Remedy), and exposure to global service desk environments are preferred qualifications.,