Service Desk Engineer Tier 1/ 1.5

As a Service Desk Engineer L1/ 1.5 Shift at Base8, your main role is to provide technology and business consulting services to clients in the US and Canada. You will work closely with the team in the United States using various communication channels such as video chat, instant messaging, e-mail, and phone. Your excellent English communication skills, both written and oral, are crucial for this role. Base8 is a fast-paced company that values attention to detail, following processes, and adaptability to different situations. Key Responsibilities: - Record all actions, conversations, and work in the IT Service Management Tool (Service now) - Utilize the knowledge base in Service now for known errors and workarounds - Handle customer support issues related to mobile device activations, advanced troubleshooting, and customer orders through portals - Assist with complex issues or customers with unique processes - Understand contractual goals and Service Level Agreements (SLAs) - Manage both online (phone support) and offline (email support) efficiently - Demonstrate proficiency in mobile technology, troubleshooting skills, and techniques - Resolve incoming Service Desk incidents and requests from internal staff - Provide IT support for various technologies, primarily Microsoft - Manage incoming calls, emails, and self-service tickets professionally Qualifications Required: - 2-3 years of experience as a Service Desk Analyst in a Service Desk environment - Excellent communication skills - Experience working with clients from the US, UK, Canada, or Australia - Willingness to work night shifts - Graduation or equivalent qualification in an IT-related field - Proficiency in Windows, Active Directory, Office 365, etc. - Knowledge of ITIL Service Management best practices - Professional IT Certifications such as Microsoft MCP, MCSA, MCSE, Citrix CCEA, CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP Join Base8 as a Service Desk Engineer L1/ 1.5 Shift in Hyderabad and be part of a company that values teamwork, client satisfaction, and continuous improvement in technology and business services.,