Senior Service Desk Engineer

Senior Service Desk Engineer

• Extensive technical expertise in IT Service Desk operations via chat, email, and voice, with demonstrated leadership abilities.
• Proven experience (58 years) in managing and resolving complex incidents, ensuring SLA compliance.
• Exceptional communication skills, enabling professional engagement with end users and stakeholders, including keeping them informed on incident progress, changes, and outages.
• Strong remote L2/L3 support background for desktop, laptop, and application-related escalations.
• Ability to mentor and guide junior engineers, collaborating effectively with cross-functional teams.
• Fluent English proficiency (written and verbal).
• Deep understanding of business objectives and strategic alignment of IT services.
• ITIL Certification is mandatory, with robust knowledge in Service Desk, Incident, Problem, and Change Management processes.
• Extensive hands-on experience with ServiceNow or other ITSM and ticketing tools.
• Proactive in reviewing tickets and ensuring timely closure, following up persistently.
• Excellent multitasking skills and adaptability in dynamic, fast-paced environments.
• Willing to work flexible 24/7 rotational shifts as required.
• Superior analytical skills and a track record of solving complex problems.

Technical Expertise & Troubleshooting Skills

• Advanced troubleshooting for Windows Operating Systems and Active Directory administration.
• Comprehensive support for O365 Suite Applications.
• Configuration and troubleshooting for VPN technologies (Pulse Secure, AnyConnect, etc.).
• SAP system support and troubleshooting.
• Virtual Desktop Infrastructure (VDI) support.
• Expertise in endpoint management suites (e.g., SCCM, Desktop Central).
• Application troubleshooting and performance tuning.

Preferred Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field.
• Additional relevant certifications (e.g., Microsoft, Cisco) are desirable.
• Experience with automation of service desk workflows and scripting.

This role requires a seasoned professional who leads incident resolution, ensures high-quality IT support delivery, and drives continuous service improvement.