[Hiring] Service Desk Engineer @Aspire

Role Description

As a Service Desk Engineer (L1), you will provide front-line IT support in a 24x7 managed service desk environment, serving as the first point of contact for end users across multiple time zones. You will focus on delivering a positive user experience through effective communication, accurate ticket management, basic technical troubleshooting, and timely resolution or escalation of incidents and service requests. You will work closely with L2/L3 support teams while following defined ITIL processes, SLAs, and operational procedures to ensure consistent and high-quality service delivery.

• Act as the first point of contact for end users through phone, email, and ticketing systems.
• Provide clear, professional, and empathetic communication throughout the support process.
• Log, categorize, prioritize, update, and manage incidents and service requests accurately within the service desk tool.
• Perform basic Level 1 troubleshooting for common IT issues, including password resets, access issues, hardware problems, and standard application issues.
• Use knowledge articles, standard operating procedures, and documented workarounds to resolve recurring issues efficiently.
• Monitor tickets against defined SLAs and ensure timely resolution or escalation to L2/L3 support teams.
• Document troubleshooting steps, actions taken, resolutions, and relevant information accurately within tickets.
• Keep users informed of ticket progress, expected resolution timelines, and any required next steps.
• Follow up with users to confirm resolution and ensure appropriate ticket closure.
• Conduct clear handovers of open and in-progress tickets during shift changes to ensure continuity of support.
• Identify recurring incidents, service trends, and potential problem areas and highlight them to senior support teams.
• Create, update, and maintain Knowledge Base articles covering common issues, solutions, and workarounds.
• Contribute to service improvement initiatives and help improve service desk processes and documentation.
• Adhere to ITIL-based service management processes, operational procedures, and service quality standards.

Qualifications

• Experience in IT service desk, help desk, technical support, or a similar customer-facing IT support environment.
• Proven experience handling tickets and supporting users within a service desk operation.
• Good understanding of incident management and service request management.
• Strong verbal and written communication skills with a customer-focused approach.
• Basic knowledge of desktop and laptop troubleshooting.
• Basic understanding of user account and access management.
• Basic knowledge of standard enterprise applications and common IT support issues.
• Ability to troubleshoot issues systematically using knowledge articles, standard operating procedures, and available support resources.
• Strong attention to detail and ability to maintain accurate ticket documentation.
• Ability to prioritize and manage multiple tickets while working within defined SLAs.
• Ability to clearly document technical issues, troubleshooting steps, resolutions, and workarounds.
• Strong problem-solving and analytical skills with the ability to identify when escalation is required.
• Ability to work effectively with L2/L3 support teams and other technical stakeholders.
• Ability and willingness to work rotational 24x7 shifts, including nights, weekends, and public holidays.
• Comfortable supporting users across multiple time zones in a managed service environment.
• Customer-focused mindset with a strong commitment to service quality and user satisfaction.
• ITIL Foundation certification.
• Prior experience working in a 24x7 managed service desk environment.
• Exposure to enterprise ITSM and ticketing tools.
• Experience working with Knowledge Base and self-service documentation.
• Familiarity with SLA-driven service desk operations and ITIL-based processes.
• Awareness or knowledge of IT security best practices as defined by ISO/SOC or similar (Mandatory for all roles).

Benefits

• Competitive long-term total compensation package with salary and performance-based bonus.
• Be part of a remote-first organization where flexibility is embraced.
• Work and learn alongside talented engineers and technology leaders.
• Explore opportunities to learn and grow through technical and non-technical training programs.
• Gain global exposure by working on products with international teams and clients.
• Attend virtual and in-person international technology conferences to expand your knowledge and network.
• Nursery reimbursement benefit and Aspire Wellness Program.
• Exposure to working in an IT environment that adheres to rigorous security and compliance standards defined by ISO / SOC.