Key Responsibilities
- Handle escalated technical issues that require deeper troubleshooting and expertise.
- Guide and support Service Desk Analysts, sharing best practices and technical knowledge.
- Own resolution of priority incidents and coordinate with other IT teams as needed.
- Maintain and improve knowledge base articles and support documentation.
- Identify recurring issues and recommend process or tooling improvements.
- Track ticket metrics and contribute to service desk performance reporting.
Qualifications & Experience
- 3+ years of experience in a service desk or technical support role.
- Strong troubleshooting skills across hardware, software, and networking issues.
- Experience with ITSM tools (e.g. ServiceNow, Jira Service Management).
- Excellent communication and customer service skills.
- Bachelor's degree in IT or equivalent practical experience.
- ITIL certification or equivalent IT service management experience is a plus.
- Experience supporting a high-traffic, 24/7 operational environment is a plus.
- Familiarity with remote support tools and device management is a plus.
What We Offer
- Competitive compensation package.
- Flexible and remote-friendly work environment.
- Professional growth and development opportunities.
- Exposure to international projects and teams.
- Collaborative and inclusive company culture.
- Opportunity to work with modern technologies and innovative solutions.
Equal Opportunity Employer
••••••••• is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.