The Technical I – Global Service Desk Engineer is responsible for providing first level and intermediate technical support to end users. This role involves troubleshooting complex technical issues, handling high severity incidents, ensuring SLA adherence, and delivering a high standard of customer experience in a 24×7 operational environment.
Key Responsibility.
1. Technical Support & Troubleshooting:
- Provide comprehensive technical support for:
o Cloud platforms: Google Cloud Platform, AWS and Citrix
o Operating Systems (Windows) and enterprise applications
- Perform installation, configuration, and troubleshooting of:
o Softphones, VDI environments, and remote desktop solutions
- Handle break/fix issues, system errors, access problems, and connectivity issues.
2. Incident & Service Management:
- Manage and resolve Priority 1 / Severity 1 incidents, ensuring minimal business disruption.
- Accurately log, track, update, and close tickets within defined SLA and ITSM processes.
- Escalate issues to appropriate resolver groups when required, with proper documentation.
3. Quality & Compliance:
- Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards.
- Participate in internal quality audits and process reviews to identify gaps and improvement opportunities.
- Maintain strong adherence and compliance with organizational and client policies.
4. Stakeholder & Client Interaction
- Deliver exceptional customer service with a professional, solution‑oriented approach.
- Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.
- Maintain strong knowledge of client programs, systems, and service expectations.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct repo
