Technical I – Global Service Desk Engineer

About the role

The Technical I – Global Service Desk Engineer provides first‑level and intermediate technical support to end‑users in a 24×7 environment. You will troubleshoot cloud platforms, Windows operating systems, and enterprise applications while ensuring high‑quality customer experiences.

Key responsibilities

• Deliver technical support for Google Cloud Platform, AWS, Citrix, and Windows OS.
• Install, configure, and troubleshoot softphones, VDI environments, and remote desktop solutions.
• Resolve Priority 1 / Severity 1 incidents to minimize business disruption.
• Log, track, update, and close tickets within defined SLA using ITSM processes.
• Escalate issues to appropriate resolver groups with proper documentation.
• Monitor inbound/outbound calls, chats, and emails for quality compliance and participate in internal audits.

Required profile

• Strong problem‑solving attitude and ability to work under pressure.
• Excellent communication skills for interacting with end‑users and internal teams.
• Commitment to quality, compliance, and continuous learning.

Required skills

• Google Cloud Platform
• AWS (Amazon Web Services)
• Citrix
• Microsoft Windows operating system
• Softphone configuration
• Virtual Desktop Infrastructure (VDI)
• Remote Desktop solutions
• IT Service Management (ITSM) ticketing
• Incident management processes

What we offer

• Opportunity to work for a global technology leader.
• Access to advanced tools, training, and career development.
• Recognition through awards for workplace culture and growth.