Technical Help Desk Specialist

Position: Technical Help Desk Engineer (L0/L1 Support)

Job Type: Full-Time

Environment: Process-driven, Standard Operating Procedure (SOP) environment

To ensure continuous support for global users, our service desk operates across extended windows. You will be assigned a standard 8-hour working shift (which includes a 1-hour lunch break) on a rotational basis within these times:

• Monday to Friday: 7:00 AM – 10:00 PM
• Saturday: 7:00 AM – 8:00 PM
• Sunday: 7:00 AM – 5:00 PM

• First-Line Support: Act as the initial point of contact for incoming technical queries via phone, email, or ticketing portal.
• SOP Execution: Strictly follow step-by-step Standard Operating Procedures (SOPs) to troubleshoot and resolve hardware, software, connectivity, and basic network issues.
• Ticketing Management: Log all incidents, requests, and technical resolutions accurately within the enterprise ITSM system.
• Account Access Support: Handle core L0/L1 tasks such as password resets, multi-factor authentication (MFA) troubleshooting, and Active Directory user unlocking.
• Escalation Handling: Efficiently escalate complex or unresolved issues to Tier 2/Tier 3 engineering teams according to established SLA timelines.
• Experience: Previous experience in L0/L1 technical support, a call center environment, or IT help desk operations is preferred.
• Process-Driven: Strong ability to closely follow documented workflows and technical scripts.
• Communication: Excellent verbal and written communication skills with a customer-first mindset.
• Flexibility: Full willingness to work in a rotational shift environment that includes weekends.