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 ResponsibilitiesProvide 24x7 technical support to customers via phone, email, and live chatDiagnose and resolve hardware, software, and application issuesLog and track all customer interactions and technical procedures in the ticketing systemCollaborate with peers and other teams to escalate and resolve complex issuesMaintain high levels of customer satisfaction through quality service deliveryRequired Skills & ExperienceMinimum 7 years of experience in a technical support or service desk roleSolid understanding of hardware and software troubleshootingProficiency in application support and common enterprise softwareStrong networking skills and ability to manage / troubleshoot network issuesFamiliarity with ITIL processes (Incident, Request, Access, and Problem Management)Strong communication, documentation, and interpersonal skillsAbility to work in high-pressure, fast-paced environments with 24x7 support demandsEducationBachelor’s degree (full-time) in Computer Science, Information Technology, or a related fieldPreferred QualificationsITIL certificationExperience with enterprise-level ticketing tools (e.g., Service Now, Remedy)Exposure to global service desk environments