Service Desk Technician I – Voice Support

About the role

We are seeking a proactive IT Service Desk Technician (Level I) to provide 24/7 voice‑based support from our office. The role is the first point of contact for end‑users, handling hardware, software and network issues while ensuring minimal business disruption.

Key responsibilities

• Receive and log support requests via phone, email and ticketing system, providing first‑line resolution for hardware, software, O365 and Windows problems.
• Escalate complex incidents to L2/L3 teams following internal procedures and assist with major incident management when required.
• Install, configure and maintain desktops, laptops, printers, mobile devices and manage Intune device updates.
• Perform basic network troubleshooting, including VPN access, Wi‑Fi connectivity and DNS/DHCP issues.
• Document incidents and service requests accurately in ServiceNow, maintaining up‑to‑date knowledge‑base articles.

Required profile

• 2–7 years of experience in a Level‑1 service desk or technical support environment.
• Willingness to work rotating 24/7 shifts and provide voice support to global customers.
• Strong verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Customer‑service orientation and ability to remain patient and empathetic under pressure.

Required skills

• Proficiency with ServiceNow ticketing, Genesys, LogMeIn Rescue and BeyondTrust remote tools.
• Hands‑on experience with Microsoft O365, Windows operating systems and Active Directory.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience configuring and managing devices via Microsoft Intune.
• Ability to troubleshoot hardware peripherals such as printers and mobile devices.