Description

We are seeking a service desk engineer who can thrive in a dynamic environment and demonstrate the required skill sets. 

Job Responsibilities

• Office Timing: 8:00 PM -05:00 AM (Monday to Friday) 
• Provide first-line technical support to end users in a professional, courteous, and timely manner 
• Diagnose and troubleshoot issues related to software, applications, and network connectivity 
• Log, track, update, and resolve incidents and service requests using ticketing systems (e.g. Jira, ServiceNow)
• Ensure all tickets are accurately documented and maintained according to SLA requirements 
• Escalate complex issues to appropriate internal teams and follow up to ensure resolution 
• Assist in the maintenance and basic support of enterprise software applications and platforms 
• Collaborate with cross-functional teams (Development, Infrastructure, QA etc.) to resolve issues efficiently 
• Participate in end-user onboarding, knowledgebase documentation, user manuals, and basic training activities 
• Proactively identify recurring issues and suggest improvements to reduce incidents 
• Prepare basic reports and assist with report-related requests when required 
• Perform other duties as assigned by management 
• Support during Holiday periods if required (E.g. Eid holidays) or weekend support (during busy seasons) with added compensations

Skill Requirements: 

• Preferably minimum 1 to 2 years of experience in a Application Operations / Service Desk role or in a relevant field 
• Must have Excellent/Good English verbal and written communication skills 
• Software Development Life Cycle (SDLC) and Software Operations knowledge 
• Familiarity with commonly known applications and technical/SDLC-related terminologies 
• Basic understanding of system logs, application issues, and incident management 
• Experience in Service Desk software (Jira Service Desk, Service Now etc.) 
• Working knowledge of HTML/CSS designs, Application log analysis, Automation tools, Dashboards & reporting 
• Familiarity with report creation requests using SSRS, Excel, PPT, and along with a basic understanding of database queries. 
• Quick learner - able to pickup new tools & applications as required on their own

• Attractive Salary for deserving candidates
• Medical Coverage
• Salary review twice in a year
• Weekly two holidays
• Provident fund
• Two festival bonus
• Quarterly Performance Bonus
• WPPF.