remote
Service Desk Level 1/Level 2 Analyst - Version 1
Software Engineer
Support enterprise customers as a Level 1/2 Service Desk Analyst, troubleshooting Windows and Linux environments, managing Azure and AWS incidents, and ensuring high‑quality ticket resolution with strong communication and problem‑solving skills.
About the role
Key Responsibilities
- Respond to and resolve Level 1 and Level 2 support tickets for Windows, Linux, Azure, and AWS environments.
- Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior teams.
- Maintain accurate documentation in ticketing systems, ensuring timely updates and knowledge base contributions.
- Collaborate with cross‑functional teams to implement solutions and improve service delivery processes.
- Provide proactive monitoring and incident management to minimize downtime and enhance customer satisfaction.
Requirements
- Experience with Windows and Linux operating systems and basic networking concepts.
- Familiarity with Azure and AWS cloud services and related support tools.
- Strong troubleshooting, analytical, and communication skills.
- Ability to work independently and in a fast‑paced, team‑oriented environment.
- Certifications such as CompTIA A+, Network+, or cloud‑specific credentials are a plus.