24x7 Desktop Support Engineer | Service Desk Pro

Vaspire Technologies Inc.; San Antonio (TX); On-site; USD 42,000 - 59,000; Full time

Job summary

Vaspire Technologies Inc. is seeking a proactive Desktop Support Engineer with 1–3 years of experience to ensure smooth IT operations and strong customer service in a 24x7 setting. The role focuses on incident resolution, ticket handling, and basic reporting using Excel.

You will work with ITSM tools, handle P1/P2/P3 incidents, manage SLA adherence, and communicate effectively with users during the incident lifecycle, including shift-based coverage.

Qualifications

• 1–3 years in Desktop Support, Service Desk, or IT Support roles.
• Experience in a 24x7 support environment.
• Familiarity with incident prioritization and SLA-driven operations.
• Proficient with basic Microsoft Excel, including Pivot Tables.

Responsibilities

• Manage and resolve service desk tickets within defined SLA timelines.
• Prioritize incidents by severity (P1, P2, P3) and escalate when needed.
• Conduct first-level troubleshooting for P1 incidents and coordinate with escalation teams.
• Monitor ticket queues, provide timely updates, and close incidents.
• Analyze tickets for recurring issues and trends to identify problem areas.
• Create basic operational reports in Excel with Pivot Tables and charts.
• Deliver excellent customer service and communicate clearly with users throughout incident lifecycles.
• Participate in shift-based operations and support a 24x7 environment.

Skills

ITSM tools

Incident management

SLA knowledge

Excel pivot tables

Data interpretation

Customer service

Team player

Education

ITIL Foundation (preferred)

Tools

Remote support tools

Ticket management systems

Job description

Vaspire Technologies Inc. is seeking a proactive Desktop Support Engineer with 1–3 years of experience to ensure smooth IT operations and strong customer service in a 24x7 setting. The role focuses on incident resolution, ticket handling, and basic reporting using Excel.

You will work with ITSM tools, handle P1/P2/P3 incidents, manage SLA adherence, and communicate effectively with users during the incident lifecycle, including shift-based coverage.