Senior Service Desk Engineer

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.

What We're Looking For:

• 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.

If you're ready to take your IT support career to the next level and join a dynamic global team, we want to hear from you!

Apply Now or connect with me for more details!