Remote support technical service desk Support Engineer

2 weeks ago

Mumbai, India TECEZE Full time

Title: Multilingual IT Service Desk Engineer (L0/L1 Support) Location: Remote 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. 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. 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. ~ ServiceNow, Remedy, Jira). ~ 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. Flexible – Team can be based in India or outside India (as per language availability and business requirements).

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