L1 Service Desk Engineer (Shift | Remote Support)
Summary
First-line (L1) IT service desk engineer at Alphaeus handling first-call-resolution support by phone and email: troubleshooting, incident logging, prioritization, and escalation per SOPs on rotating shifts including weekends and holidays. Core stack: Windows, Active Directory, Microsoft Outlook, and mobile device support.
Salary: $3,000 – $3,500 per month
We are looking for a dedicated and service-oriented IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.
Responsibilities:
Provide First Call Resolution (FCR) support through phone and email
Ensure timely response to incoming calls and emails
Perform Level 1 troubleshooting and escalate issues as per SOPs
Submit timely updates to customers on the status of reported issues
Maintain ownership of cases and follow through until closure
Record accurate and complete incident details
Handle incident classification and prioritization
Monitor and track progress of incidents, providing regular status updates
Alert Team Lead of unusual spikes in specific incident types
Requirements:
Minimum Nitec in IT or related field
Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk
Working knowledge of: Windows Operating Systems, Active Directory (account administration), Microsoft Outlook, Mobile device support
Strong communication and problem-solving skill
Must be willing to work on rotating shifts, including weekends and public holidays.