IT Service Desk Engineer (Up to $3,100 + Shift Allowance)
Working Hours: Monday to Friday, 8.5-hour shifts
Shifts:
Day Shift: 1:00 PM – 10:30 PM
Night Shift: 10:30 PM – 8:00 AM
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
- At least 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 skills
What We Offer:
- Competitive basic salary up to $3,100 (based on experience)
- Work in a well-established IT environment
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