Junior Service Desk Engineer
Key responsibilities
1. Intake and triage
Take customer contacts by phone and email, and log every one as a case
Record symptoms in the caller's own words first, then translate them into technical terms
2. Entitlement check and case creation
Look up the serial number in ERP to confirm customer, contract, service level and warranty status
Create the case in ticketing system
Determine the case and set priority using the impact and urgency matrix
3. First-line resolution within scope
Search the knowledge base before taking any action
Carry out only the documented steps
4. Dispatch and case ownership
Select the destination team using the routing matrix: field operations, expert engineering, partners or vendors
Assemble the full information set before handing over, so the receiving team can start immediately
Retain ownership of the case until closure
Chase progress at the defined intervals and escalate promptly when the defined triggers are met
5. Customer communication
Update the customer whenever status changes, at the frequency the service level requires
6. Knowledge management
Write knowledge base articles for cases where no documented procedure exists
7. After-hours cover
Take part in the shared on-call rotation
Essential requirements
Vocational diploma or bachelor's degree in information technology, computer science or a related field; candidates from other backgrounds with demonstrable IT fundamentals are welcome to apply
Zero to two years of experience; recent graduates are encouraged to apply
Working knowledge of Windows and Microsoft 365
Understanding of basic networking concepts such as IP addressing, DNS, DHCP, and the role of switches, routers and firewalls
Able to read English technical documentation and navigate vendor portals, and to write basic case notes in English
Clear spoken Thai, with the ability to explain technical matters to non-technical users
Disciplined note-taker who records complete information while under time pressure
Desirable
ITIL 4 Foundation certification
Entry-level technical certification such as CompTIA A+, CompTIA Network+ or CCNA
Prior use of a ticketing system such as osTicket, Jira Service Management, ServiceNow or Freshservice
Exposure to any vendor in our portfolio, including Cisco, Fortinet, Palo Alto, HPE, Dell, VMware, Veeam or Microsoft 365
Previous customer-facing or service work involving several concurrent requests