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Mid LevelFull-timeAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking an experienced IT Service Desk Engineer to deliver high-quality technical support to our teams across India, Japan, Australia, and Singapore. This role is critical in ensuring our employees have a seamless technology experience from day one, providing responsive support, managing endpoint lifecycle, and driving operational excellence in our IT environment.
Key Responsibilities
- →Serve as the primary point of contact for IT support requests from both onsite and remote employees.
- →Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues.
- →Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure.
- →Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops.
- →Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management.
- →Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
- →Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive.
Requirements
- ✓4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments.
- ✓Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ✓Proven experience with end-user hardware setup, configuration, and lifecycle management.
- ✓Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
- ✓Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support.
- ✓Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE).
- ✓Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks.
- ✓Excellent customer service, interpersonal, and communication skills.
- ✓Ability to travel to our London office when required.
