Service Desk Engineer

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

📋 Description

• Deliver technical assistance via Slack, Zoom calls, email, and the ticketing system.

• Resolve hardware, software, and network-related challenges.

• Oversee the entire ticket lifecycle, which includes logging, triaging, prioritizing, resolving, and escalating incidents while adhering to response and resolution targets.

• Manage user onboarding and offboarding processes, access management, and device provisioning.

• Administer shared mailboxes, delegated access, and email flow issues, including message tracing.

• Oversee collaboration platforms like Slack and Google Drive, managing user accounts, permissions, and access levels.

• Track service desk performance by monitoring ticket volumes, call queue activity, and response times.

• Contribute to weekly performance metrics reports.

• Document troubleshooting methods, solutions, and best practices while updating the internal knowledge base.

• Ensure compliance with IT security by adhering to established security standards, identifying potential threats, and reporting security issues.

• Foster a positive employee experience through professional communication, effective problem-solving, and prompt technical support.

• Participate in a 24/7 rotational shift schedule to maintain continuous support coverage for global users and critical systems.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• 0–1 years of experience in IT support, service desk, or a comparable technical role.

• Familiarity with Windows and macOS operating systems.

• Basic knowledge of Microsoft 365, Slack, and Zoom.

• Strong troubleshooting and problem-solving capabilities across hardware, software, and system-related issues.

• Excellent verbal and written communication skills in English.

• Strong interpersonal and communication skills, with the ability to convey technical issues in clear and actionable terms.

• Capability to manage multiple support requests, prioritize tasks, and work efficiently in a fast-paced environment.

• Customer-centric approach with a strong dedication to service quality and employee experience.

• Willingness and adaptability to work rotational shifts, including weekends and holidays, as necessary.

• Awareness or knowledge of IT security best practices and compliance standards such as ISO/SOC.

🏝️ Benefits

• Competitive long-term total compensation package, including salary and performance-based bonuses.

• Remote-first organization offering flexibility.

• Access to technical and non-technical training programs.

• Global exposure through collaboration with international teams and clients.

• Opportunities to attend virtual and in-person international technology conferences.

• Nursery reimbursement benefit.

• Aspire Wellness Program.