Multilingual IT Service Desk Engineer

2 weeks ago

Mumbai, India TECEZE Full time

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