It Service Desk / It Support 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