Service Desk Engineer L1.5

September 10, 2024

Yoda Technologies Pty Ltd

San José

FULL TIME

The Service Desk Engineer L1.5 is an intermediate-level role designed for professionals who have substantial experience in IT support and a strong grasp of ITSM tools. You will be responsible for managing and resolving technical issues that are escalated from Level 1 support, while ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
Key Responsibilities:

Act as an escalation point for Level 1 service desk staff, providing guidance and assistance with more complex technical issues.
Utilize ITSM tools (e.g., Service Now, JIRA, BMC Remedy) to manage and track incidents, service requests, and problem resolutions.
Troubleshoot and diagnose issues related to hardware, software, and network components, escalating to Level 2 or higher support as needed.
Collaborate with internal IT teams to resolve complex issues and implement solutions effectively.
Monitor and manage service desk queues to ensure timely and accurate resolution of tickets.
Contribute to knowledge base documentation and best practice guidelines to improve service desk efficiency.
Assist in the development and implementation of process improvements to enhance service delivery and customer satisfaction.
Provide training and support to Level 1 service desk staff to foster skill development and ensure consistent support quality.
Maintain a high level of professionalism and customer service in all interactions with end-users.

Qualifications:

Minimum of 2-3 years of experience in a service desk or IT support role, with a strong understanding of ITSM tools and processes.
Proficiency in ITSM platforms such as Service Now, JIRA, BMC Remedy, or similar tools.
Strong analytical and problem-solving skills with the ability to manage multiple tasks simultaneously.
Excellent communication skills, with the ability to convey technical information to non-technical users.
ITIL Foundation certification or similar is preferred.
Collaborate with top-tier IT professionals and clients from various industries.

Why Join Yoda Tech?
Work in a dynamic, innovative environment with opportunities for professional growth.
How to Apply:
Interested candidates are encouraged to submit their resumes and cover letters to deepak.mishra@yoda-tech.com
Job Type: Full-time
Pay: ₡10,197.61 - ₡70,596.71 per month
Experience:

Technical support: 4 years (Preferred)
total work: 5 years (Preferred)