Multilingual IT Service Desk Engineer (L0 / L1 Support)

Title : Multilingual IT Service Desk Engineer (L0 / L1 Support)

Location : Remote

Key Responsibilities

• Customer Call Handling : Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.
• Initial Troubleshooting : Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.
• Task Execution : Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.
• System Maintenance : Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.
• Backup & Restore Operations : Monitor backup systems, resolve issues, and fulfill customer data restoration requests.
• Remote Resolution : Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.
• Vendor & ISP Coordination : Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.

Required Skills & Qualifications

Preferred Qualifications

Location