Senior Service Desk Engineer

We are committed to providing exceptional 24x7 support to our customers, and this role is crucial to maintaining our high standards.

Senior Managed Service Desk Engineer

Key Responsibilities

• Provide 24x7 technical support to customers via phone, email, and live chat
• Diagnose and resolve hardware, software, and application issues
• Log and track all customer interactions and technical procedures in the ticketing system
• Collaborate with peers and other teams to escalate and resolve complex issues
• Maintain high levels of customer satisfaction through quality service delivery

Required Skills & Experience

• Minimum

  7 years

  of experience in a technical support or service desk role
• Solid understanding of

  hardware and software troubleshooting

• Proficiency in

  application support

  and common enterprise software
• Strong

  networking skills

  and ability to manage/troubleshoot network issues
• Familiarity with

  ITIL processes

  (Incident, Request, Access, and Problem Management)
• Strong communication, documentation, and interpersonal skills
• Ability to work in high-pressure, fast-paced environments with 24x7 support demands

Education

Bachelor’s degree (full-time) in Computer Science, Information Technology, or a related field

Preferred Qualifications

• ITIL certification
• Experience with enterprise-level ticketing tools (e.g., ServiceNow, Remedy)
• Exposure to global service desk environments