Global IT Service Desk Engineer – Remote

About the role

This position supports a global IT service and support environment, providing first‑line (L1) and L1.5 technical assistance to users across international teams. The role operates within a 24/7 service desk model, ensuring incidents and service requests are resolved efficiently to maintain business continuity.

Key responsibilities

• Provide L1 and L1.5 service desk support for global users, handling incidents and service requests promptly.
• Monitor, troubleshoot, and resolve application and system issues to minimize business disruption.
• Escalate complex technical problems to L2 support teams with proper documentation and follow‑up.
• Support users across multiple time zones in a 24/7, 365‑day operational environment.
• Track, log, and update incidents accurately in ticketing systems for transparency.
• Identify recurring issues and contribute to long‑term problem resolution.
• Collaborate with cross‑functional IT teams to ensure smooth service delivery and operational continuity.
• Follow defined IT service management processes and maintain compliance with organizational standards.

Required profile

• 1‑3 years of experience in IT support, service desk, or application support roles.
• Basic understanding of IT infrastructure, applications, and incident management processes.
• Familiarity with ticketing tools and ITSM workflows (preferred).
• Strong troubleshooting and problem‑solving skills with attention to detail.
• Ability to work in a 24/7 rotational shift schedule, including nights and weekends.
• Good communication skills for interacting with global users and technical teams.
• Ability to work independently in a remote setup during assigned shifts.
• Customer‑focused mindset with strong service orientation and accountability.
• Exposure to global IT support environments is an advantage.

Required skills

What we offer

• Competitive compensation aligned with IT support roles in India.
• Fully remote work during assigned shifts in a 24/7 global support model.
• Opportunity to gain experience in global enterprise IT service operations.
• Exposure to large‑scale IT systems and international user environments.
• Structured learning environment with mentorship and skill development.