Multilingual IT Service Desk Engineer

4 weeks ago

Mumbai, India TECEZE Full time

Title: Multilingual IT Service Desk Engineer (L0/L1 Support)

Location: Remote


Key Responsibilities

  • Customer Call Handling: Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.
  • Initial Troubleshooting: Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.
  • Task Execution: Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.
  • System Maintenance: Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.
  • Backup & Restore Operations: Monitor backup systems, resolve issues, and fulfill customer data restoration requests.
  • Remote Resolution: Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.
  • Vendor & ISP Coordination: Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.

Required Skills & Qualifications

  • Proficiency in one or more of the following languages:
  • Bahasa (Indonesian)
  • Filipino (Tagalog/Philippines)
  • Mandarin Chinese
  • Strong verbal and written communication skills in English.
  • 1–3 years of experience in IT Service Desk / Helpdesk / L0-L1 Technical Support.
  • Hands-on knowledge of operating systems (Windows/Mac/Linux), networking basics, and enterprise applications.
  • Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).
  • Ability to follow standard operating procedures and escalate complex issues to higher-level teams.
  • Strong customer service orientation and problem-solving mindset.

Preferred Qualifications

  • ITIL Foundation certification or equivalent exposure to ITSM processes.
  • Experience supporting global customers in a multilingual service desk environment.
  • Flexibility to work in 24x7 rotational shifts as required.

Location

  • Flexible – Team can be based in India or outside India (as per language availability and business requirements).

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