The role involves providing IT support and managing service requests in a high-pressure environment, ensuring excellent customer service and adherence to service management processes.
In Short
Field incoming end user calls, emails, and tickets
Log all incidents and service requests accurately
Prioritize and schedule resolution of tickets
Ensure customer SLAs and expectations are met
Install and configure computer hardware and software
Investigate and resolve software and hardware faults
Adhere to service desk procedures
Mentor junior staff members
Act as an escalation point for team members
Support team and company culture
Requirements
Experience using ConnectWise or other ITSM tools
Excellent communication skills
High level of customer service
Good knowledge of End User Compute & Terminal Services
Experience managing desktop user profiles
ITIL Foundation certification is a plus
Experience supporting Microsoft products
Related IT diploma or degree
Experience supporting English speaking countries
Professional behavior when interacting with stakeholders
Nebius is seeking a skilled L2 Support Engineer to troubleshoot and resolve complex technical issues for clients, with a focus on cloud and AI technologies.