remote
Digital Service Engineer - ITI Group
Software Engineer
Digital Service Engineer responsible for managing service tickets, ensuring SLA compliance, and acting as the liaison between support teams to deliver fast, high‑quality IT solutions.
About the role
Key Responsibilities
- Handle and resolve service tickets across multiple platforms, ensuring timely completion and adherence to SLA targets.
- Act as the primary point of contact between end users, technical teams, and management to coordinate issue resolution.
- Document troubleshooting steps, solutions, and best practices in the knowledge base for future reference.
- Monitor system performance and proactively identify potential issues to prevent downtime.
- Collaborate with cross‑functional teams to implement process improvements and enhance service delivery.
Requirements
- Proven experience in IT support or service desk roles, with strong troubleshooting skills.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) and SLA tracking.
- Excellent communication and customer‑service skills, able to translate technical concepts to non‑technical stakeholders.
- Basic knowledge of Windows and Linux operating systems, networking fundamentals, and common enterprise applications.
- Ability to work independently and in a fast‑paced, hybrid environment.