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

Proficiency in one or more of the following languages :

Bahasa (Indonesian)

Filipino (Tagalog / Philippines)

Mandarin Chinese

Strong verbal and written communication skills in English .

1–3 years of experience in IT Service Desk / Helpdesk / L0-L1 Technical Support .

Hands-on knowledge of operating systems (Windows / Mac / Linux), networking basics, and enterprise applications.

Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).

Ability to follow standard operating procedures and escalate complex issues to higher-level teams.

Strong customer service orientation and problem-solving mindset.

Preferred Qualifications

ITIL Foundation certification or equivalent exposure to ITSM processes.

Experience supporting global customers in a multilingual service desk environment.

Flexibility to work in 24x7 rotational shifts as required.

Location

Flexible – Team can be based in India or outside India (as per language availability and business requirements).