Senior Service Desk Engineer
Job details
We're Hiring: Senior Service Desk Engineer Location: Remote/Offshore (Egypt) Industry: Banking IT Support Are you a seasoned IT professional with a passion for delivering exceptional customer service and solving complex technical issues? We have the perfect opportunity for you! Job Purpose : As a Senior Service Desk Engineer, you will be responsible for providing timely, professional, and accurate support for IT issues across a global banking environment. Your role will involve troubleshooting, resolving, and escalating issues related to hardware, software, VDI, networks, and peripherals, ensuring seamless service to employees worldwide. Key Responsibilities :
- Handle IT Service Desk hotline calls and tickets, delivering prompt solutions.
- Investigate and resolve technical problems through knowledge databases and research.
- Provide exceptional customer service during escalated situations.
- Track and document all issues in ITSM ticketing software.
- Maintain and update knowledgebase articles and SOPs.
- Train and mentor new engineers during their onboarding process.
- Support SD Team Lead and Manager in enhancing efficiency and improving processes.
- Ensure high employee morale and foster a collaborative team environment.
- Assist with Field Engineering tasks and critical incidents when needed.
- Expertise in VDI environments, Windows 10, hardware/software installation, and desktop/laptop/printer maintenance.
- Experience with ITSM ticketing tools and statistic reporting.
- A Bachelor's degree in Computer Science or related field.
- 8 years of hands-on experience with troubleshooting.
- Strong communication skills, both written and oral.
- Leadership and team collaboration skills.
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