Service Desk Senior Engineer

• Handling calls, Emails, Chats, and Incidents on the ticketing tool, taking necessary details, and ensuring the call is dealt with
• Log details of all incidents and problems utilizing standard reporting methods
• Provide first-line fixes, utilize relevant procedures, or escalate problems
• Use supplied checklists and ensure that problems highlighted are followed up
• Maintain procedures compliant with ITIL, the company’s quality management system
• Log all calls in the Service Desk Call Logging system
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
• Provide support on the first line of the help desk to the external customer assisting users with hardware and software problems via phone, email, and chat within the time specified by the agreed service levels

• Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
• Excellent communication skills (written & verbal)
• Language - English & French
• Provide timely responses to all incidents, outages, and performance alerts
• Categorize issues for escalation to appropriate technical teams
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Advise users on the appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement
• Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams

Language - German/ Spanish, Portuguese

• Inclusive and respectful of all differences
• Open to people with disabilities