Service Desk Engineer

The Service Desk Engineer will act as the first point of contact for technical support, providing timely and effective solutions to internal users across our US or Australian teams. This role is critical for ensuring smooth day-to-day operations and requires excellent communication skills and a customer-service-oriented mindset, honed in a global support environment.

Key Responsibilities:

• Provide first-line technical support via phone, email, and chat, resolving IT issues related to hardware, software, and network.
• Log, track, and manage incidents and service requests using an IT Service Management (ITSM) tool like Jira Service Management or Zendesk.
• Escalate complex issues to L2/L3 support teams while maintaining ownership of the ticket and communication with the user.
• Perform user account management (e.g., onboarding, offboarding, password resets) in Active Directory or Azure AD.
• Assist with the setup, configuratio...