Multilingual IT Service Desk Engineer

3 weeks ago

Mumbai India TECEZE Full time

Job Description 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. - 13 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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