Multilingual IT Service Desk Engineer
3 days ago
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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