Title: Multilingual IT Service Desk Engineer (L0/L1 Support)
Location: Remote
Key Responsibilities
- Customer Call Handling: Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.
- Initial Troubleshooting: Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.
- Task Execution: Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.
- System Maintenance: Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.
- Backup & Restore Operations: Monitor backup systems, resolve issues, and fulfill customer data restoration requests.
- Remote Resolution: Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.
- Vendor & ISP Coordination: Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.
Required Skills & Qualifications
- Proficiency in one or more of the following languages :
- Bahasa (Indonesian)
- Filipino (Tagalog/Philippines)
- Mandarin Chinese
- Strong verbal and written communication skills in English .
- 1–3 years of experience in IT Service Desk / Helpdesk / L0-L1 Technical Support .
- Hands-on knowledge of operating systems (Windows/Mac/Linux), networking basics, and enterprise applications.
- Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).
- Ability to follow standard operating procedures and escalate complex issues to higher-level teams.
- Strong customer service orientation and problem-solving mindset.
Preferred Qualifications
- ITIL Foundation certification or equivalent exposure to ITSM processes.
- Experience supporting global customers in a multilingual service desk environment.
- Flexibility to work in 24x7 rotational shifts as required.
Location
- Flexible – Team can be based in India or outside India (as per language availability and business requirements).