remote
Service Desk Engineer - L1 - Yoda Technologies Pty Ltd
Software Engineer
Service Desk Engineer (L1) providing first‑line technical support, incident resolution, and ticket management using Windows and Linux environments, ensuring rapid issue resolution and customer satisfaction.
About the role
Key Responsibilities
- Respond to and resolve first‑level support tickets via phone, email, and chat, ensuring timely and accurate documentation.
- Diagnose and troubleshoot hardware, software, and network issues on Windows and Linux platforms.
- Escalate complex problems to higher‑level teams while maintaining clear communication with end users.
- Maintain and update knowledge base articles and support documentation.
- Participate in on‑call rotations and 24/7 support coverage as required.
Requirements
- 1+ year of experience in a technical support or help desk role.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management).
- Strong troubleshooting, analytical, and problem‑solving skills.
- Excellent verbal and written communication abilities.