Service Desk Engineer

What You'll Be Doing

• Provide technical support to end users via phone and remote support tools.
• Troubleshoot hardware and software issues involving laptops, desktops, and other end-user computing devices.
• Support issues related to network connectivity, VPN, PCs, and remote access.
• Troubleshoot VMware and VDI environments.
• Provide support related to Active Directory and desktop environments.
• Diagnose technical issues and provide appropriate solutions or workarounds.
• Use remote desktop software to investigate and resolve user issues.
• Handle technical incidents and service requests in a timely and professional manner.
• Maintain a high level of customer and end-user satisfaction.
• Proactively identify user needs and recommend suitable technical solutions.
• Escalate complex technical issues to the appropriate support team when necessary.
• Document incidents, troubleshooting steps, and resolutions appropriately.

What We're Looking For

• Experience in Service Desk, IT Helpdesk, Desktop Support, End User Support, or a similar technical support role.
• Good knowledge of End User Computing (EUC) devices, including laptops, desktops, and VDI.
• Hands-on experience troubleshooting hardware issues for desktops and laptops.
• Experience supporting network connectivity and VPN issues.
• Knowledge and hands-on experience with Active Directory.
• Experience with desktop engineering/support.
• Hands-on experience troubleshooting VMware and VDI environments.
• Experience using remote desktop/support software.
• Able to provide effective technical support over the phone.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.

Language Requirements

Candidates should be able to provide user support in the required languages:

• English + Mandarin
• English + Hindi
• English + Korean

Please indicate your language proficiency clearly in your application or resume.

Work Location: On the road