Service Desk Engineer | Shift | Active Hiring

Salary: $3,000 – $3,200 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.