Lead Help Desk Engineer - Remote

Overview

We are seeking an experienced and proactive Lead Helpdesk Engineer to join our global support team, delivering Tier 1 and Tier 2 technical support and ensuring operational excellence.

In Short

• Provide high-quality remote technical support to a global user base.
• Troubleshoot hardware, software, network, and cloud service issues.
• Utilize ServiceNow for incident management and knowledge base creation.
• Deliver exceptional customer service via ServiceNow and MS Teams.
• Act as the primary point of escalation for complex incidents.
• Maintain accurate updates of incidents and service requests.
• Handle user administration tasks via Azure AD and on-prem AD.
• Assist with SharePoint site management.
• Create and maintain Knowledge Base articles.
• Work according to a 24x5 roster.

Requirements

• 6+ years of experience in IT Support, with 3+ years in a senior position.
• 5+ years of knowledge in ITIL/ITSM Frameworks.
• Strong knowledge of ServiceNow or similar ITSM tools.
• Experience supporting cloud services (Azure AD, SharePoint, Teams).
• Excellent problem-solving skills.
• Strong communication skills.
• Ability to manage under pressure in a global environment.
• Relevant certifications are a plus.
• Must be available for 24x5 shift operation.

Benefits

• Flexible and hybrid work opportunities.
• Inclusive workplace experiences.
• Community-driven innovation.
• Opportunities for continuous learning.
• Supportive team environment.