Job Description:
• Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed
• Deliver high-quality communication to customers through all support channels
• Perform advanced reporting and data collection to support issue resolution and analysis
• Monitor and triage inbound alerts, following documented escalation processes
• Initiate the Major Incident Management (MIM) process when required
• Access customer systems to conduct third-level troubleshooting when necessary
• Mentor and train new team members to support growth within the team
• Respond to inbound requests with accurate and timely information
• Manage your schedule flexibly to support 24x7 service desk operations
Requirements:
• A degree or certification in Computing, Electronics, or a related IT field (or equivalent experience)
• Excellent verbal and written communication skills in English
• Strong attention to detail and a passion for problem-solving
• Ability to multitask, prioritize, and work independently in a fast-paced environment
• Eagerness to grow and take initiative in your career
• Familiarity with Microsoft Office (Excel, PowerPoint, Outlook, Word)
• SAP knowledge or exposure
• Basic understanding of Linux
• Insight into database administration or monitoring
• Understanding of ITSM tools and ITIL best practices
• Knowledge in Networking, Systems, Databases, or Application Support
• Additional languages beyond English (a plus)
Benefits:
• Two PPO Medical plans
• Dental insurance
• Vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Dependent Care FSA
• 401k retirement savings plan
• Company paid Life Insurance
• Flexible PTO policy
• Paid Holidays
• Mentorship
• Certifications
• Career growth
• Flexible work setup (remote/hybrid)
• People-first culture with a global mindset