Service Desk Engineer

• Degree/Diploma in Computer Science, Information Technology, or related field
• Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles

Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)

Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.

• Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
• Possess an ITIL v3 and above Foundation certification is an advantage
• Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus
• Excellent written and verbal communication skills
• A minimum of 3 years of experience in a 24X7 service desk or technical support role
• Good interpersonal and problem-solving skills
• Able to multitask and prioritize tasks accordingly
• Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
• Capacity to learn and adapt to new technologies quickly
• Ability to proactively carry out tasks independently or with minimal supervision
• Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.