Senior Service Desk Engineer

We are committed to providing exceptional 24x7 support to our customers, and this role is crucial to maintaining our high standards. As a Senior Managed Service Desk Engineer , your primary responsibility is to offer round-the-clock technical support and assistance to customers. This includes troubleshooting hardware / software issues, guiding users through problem-solving processes, and ensuring professional, high-quality service delivery across every interaction.

Key Responsibilities

Provide 24x7 technical support to customers via phone, email, and live chat

Diagnose and resolve hardware, software, and application issues

Log and track all customer interactions and technical procedures in the ticketing system

Collaborate with peers and other teams to escalate and resolve complex issues

Maintain high levels of customer satisfaction through quality service delivery

Required Skills & Experience

Minimum 7 years of experience in a technical support or service desk role

Solid understanding of hardware and software troubleshooting

Proficiency in application support and common enterprise software

Strong networking skills and ability to manage / troubleshoot network issues

Familiarity with ITIL processes (Incident, Request, Access, and Problem Management)

Strong communication, documentation, and interpersonal skills

Ability to work in high-pressure, fast-paced environments with 24x7 support demands

Education

Bachelor’s degree (full-time) in Computer Science, Information Technology, or a related field

Preferred Qualifications

ITIL certification

Experience with enterprise-level ticketing tools (e.G., ServiceNow, Remedy)

Exposure to global service desk environments