Service Desk Technician - Remote

Overview

The Service Desk Technician is responsible for managing service requests and incidents, resolving technical issues at the Tier 1 level, and monitoring the corporate ICT infrastructure.

In Short

• Fully remote position within Central Europe Time Zone.
• Manage service requests and incidents through a ticketing system.
• Analyze and resolve incidents according to established procedures.
• Escalate incidents as necessary and implement preventative measures.
• Monitor ICT infrastructure using various monitoring technologies.
• Assist in informing customers about outages and resolution progress.
• Develop or improve technical service policies and documentation.
• Produce technical documentation and user manuals as needed.
• Perform user administration and security group management.
• Work on a rotational basis covering 24x7 operations.

Requirements

• Minimum of 2 years experience in a Service Desk environment.
• Knowledge of ticketing tools and incident management.
• Experience with operational monitoring tools.
• Fluency in English (verbal and written) is mandatory.
• ITIL V.4 foundation certification is preferred.
• Basic knowledge of DHCP and DNS management.
• Experience with user administration and licensed software assignment.
• Skills in server troubleshooting and command line.
• Familiarity with backup and restore tools.
• Experience with virtual machine builds and modifications.

Benefits

• Flexible remote work environment.
• Opportunity to work in a dynamic team.
• Continuous learning and professional development.
• Exposure to various IT processes and technologies.
• Work-life balance with rotational shifts.