Service Desk Engineer – 2nd and/or 3rd Shift

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and coordinate incident management, escalating to the relevant L1, L2, or L3 teams as necessary.

• Provide exceptional communication to customers across all support channels.

• Conduct advanced reporting and gather data to aid in issue resolution and analysis.

• Monitor and prioritize incoming alerts, adhering to established escalation procedures.

• Initiate the Major Incident Management (MIM) process when appropriate.

• Access customer systems to perform third-level troubleshooting when required.

• Mentor and train new team members to facilitate growth within the team.

• Respond to incoming requests with precise and timely information.

• Manage your schedule adaptively to support 24x7 service desk operations.

⛳️ Requirements

• A degree or certification in Computing, Electronics, or a related IT field (or equivalent experience).

• Outstanding verbal and written communication skills in English.

• Strong attention to detail coupled with a passion for problem-solving.

• Capable of multitasking, prioritizing, and working independently in a fast-paced setting.

• Willingness to grow and take initiative in your career.

• Familiarity with Microsoft Office applications (Excel, PowerPoint, Outlook, Word).

• Knowledge or exposure to SAP.

• Basic understanding of Linux.

• Insight into database administration or monitoring.

• Familiarity with ITSM tools and ITIL best practices.

• Knowledge in Networking, Systems, Databases, or Application Support.

• Proficiency in additional languages beyond English is a plus.

🏝️ Benefits

• Two PPO Medical plans.

• Dental insurance.

• Vision insurance.

• Health Savings Account.

• Flexible Spending Accounts.

• Dependent Care FSA.

• 401k retirement savings plan.

• Company paid Life Insurance.

• Flexible PTO policy.

• Paid Holidays.

• Mentorship opportunities.

• Support for certifications.

• Opportunities for career growth.

• Flexible work setup (remote/hybrid).

• People-first culture with a global mindset.