remote
Service Desk Engineer Remote, West Coast - Neat
Software Engineer
Provide first‑level technical support to customers and internal users, logging, triaging and resolving incidents via remote tools while delivering excellent service on Windows and macOS platforms.
About the role
Key Responsibilities
- Serve as the initial point of contact for customers and internal users, receiving and documenting incidents and service requests.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues on Windows and macOS devices using remote support tools.
- Escalate complex problems to higher‑level support teams while ensuring timely follow‑up and communication.
- Maintain accurate records in the ticketing system, update knowledge base articles, and adhere to ITIL incident management processes.
- Collaborate with cross‑functional teams to improve service delivery and contribute to continuous improvement initiatives.
Requirements
- 2+ years of experience in a service desk or technical support role.
- Proficiency with Windows and macOS operating systems and common productivity applications.
- Experience using ticketing platforms (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Strong communication skills and a customer‑focused attitude.
- Basic understanding of ITIL concepts and incident management best practices.