remote
Service Desk Engineer - Microland
Software Engineer
Provide first‑line technical assistance to global end users, handling calls, emails and chat, troubleshooting hardware, software and printer issues, and managing tickets using ITIL‑aligned processes.
About the role
Key Responsibilities
- Respond to inbound calls, emails and chat from international users on a rotating shift schedule.
- Log, classify, prioritize and track incidents in the ticketing system.
- Diagnose and resolve end‑user issues related to printers, scanners, Microsoft Office, Outlook and other common applications.
- Utilize remote‑desktop tools to troubleshoot and resolve problems on user machines.
- Escalate or route tickets to appropriate teams when issues exceed first‑line scope.
- Document solutions in the knowledge base to improve future support efficiency.
Requirements
- Diploma or equivalent technical education.
- Hands‑on experience with end‑user hardware and software support, especially Microsoft Office suite and Outlook.
- Familiarity with remote support tools and ticketing platforms.
- ITIL Foundation certification (or equivalent) and HDI certification preferred.
- Strong communication skills to assist users from diverse international backgrounds.