Service Desk Engineer

Job Title
: Service Desk Engineer

Location
: Remote

This role provides both frontline support and escalated Level 2 troubleshooting to our client's customers across a broad range of IT environments. The engineer will work remotely, acting as a key part of the service desk, handling everything from initial ticket triage and troubleshooting to resolving more complex user and system issues. Strong written and verbal English communication, customer service, and the ability to work independently are critical for success.

KEY RESPONSIBILITIES

Service Desk Operations

• Receive and log incoming service requests and incidents from clients via phone, email, and portal.
• Perform initial triage and troubleshooting for a wide range of technical issues including desktop, Microsoft 365, printing, application, and network connectivity problems.
• Work on and resolve Level 2 tickets escalated by frontline engineers, including more complex de...