Service Desk Executive

Website: getege.work
Job details:
We are seeking skilled L1 Technical Support Engineers to deliver exceptional customer experience through first-call resolution and SLA adherence. Handle hardware/software/network troubleshooting, user account management, vendor coordination, and on-call escalations ensuring high CSAT scores for US enterprise clients.

Key Responsibilities

• Independently resolve tickets within agreed SLAs (First Call Resolution focus)
• On-call escalations with root cause analysis
• Provide L1 support via phone/email/chat/remote desktop
• User account provisioning + Active Directory management
• Vendor coordination for hardware/software resolutions
• Knowledge base updates + fresher training/coaching
• Incident documentation using ITSM tools (ServiceNow/Remedy)
  
  

Required Technical Skills

IT Support: Windows 10/11, MS Office 365, Active Directory, Remote Desktop

Networking: TCP/IP, DNS, DHCP, VPN, basic connectivity troubleshooting

Hardware: PC/Laptop diagnostics, peripherals, printers

Tools: ServiceNow/Remedy/Zendesk, TeamViewer, SCCM

Soft Skills: Excellent communication (US accent preferred), customer service

Skills: active directory,remote desktop,troubleshooting,management,servicenow Click on Apply to know more.