Senior Service Desk Engineer

As a Senior Managed Service Desk Engineer, you play a crucial role in providing exceptional 24x7 support to customers. Your main responsibility is to offer technical support and assistance, ensuring professional service delivery at all times. This involves troubleshooting hardware/software issues, guiding users through problem-solving processes, and maintaining high levels of customer satisfaction. - Provide 24x7 technical support via phone, email, and live chat - Diagnose and resolve hardware, software, and application issues - Log and track all customer interactions and technical procedures - Collaborate with peers and other teams to escalate and resolve complex issues - Maintain high levels of customer satisfaction through quality service delivery To excel in this role, you need: - Minimum 7 years experience in technical support or service desk role - Solid understanding of hardware and software troubleshooting - Proficiency in application support and common enterprise software - Strong networking skills to manage/troubleshoot network issues - Familiarity with ITIL processes (Incident, Request, Access, Problem Management) - Strong communication, documentation, and interpersonal skills - Ability to work in high-pressure, fast-paced environments with 24x7 support demands Education: - Bachelors 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,