Service Desk Engineer
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Job Description
Remote Service Desk Engineer providing hardware, software, network, and access support for Aspire’s global teams. Managing tickets, devices, collaboration platforms, and security compliance.
Responsibilities:
- Provide technical support through Slack, Zoom calls, email, and the ticketing system
- Address hardware, software, and network-related issues
- Manage the full ticket lifecycle, including logging, triaging, prioritizing, resolving, and escalating incidents while meeting response and resolution targets
- Handle user onboarding and offboarding, access management, and device provisioning
- Manage shared mailboxes, delegated access, and email flow issues, including message tracing
- Administer collaboration platforms such as Slack and Google Drive, including user accounts, permissions, and access
- Monitor service desk performance by tracking ticket volumes, call queue activity, and response times
- Contribute to weekly performance reports
- Document troubleshooting procedures, solutions, and best practices while maintaining the internal knowledge base
- Support IT security compliance by following established security standards, identifying potential threats, and reporting security concerns
- Ensure a positive employee experience through professional communication, effective problem-solving, and timely technical support
- Participate in a 24/7 rotational shift schedule to ensure continuous support coverage for global users and critical systems
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 0–1 years of experience in IT support, service desk, or a similar technical role
- Familiarity with Windows and macOS operating systems
- Basic understanding of Microsoft 365, Slack, and Zoom
- Strong troubleshooting and problem-solving skills across hardware, software, and system-related issues
- Excellent verbal and written English communication skills
- Strong interpersonal and communication skills, with the ability to translate technical issues into clear, actionable guidance
- Ability to manage multiple support requests, prioritize tasks, and work effectively in a fast-paced environment
- Customer-focused mindset with a strong commitment to service quality and employee experience
- Willingness and flexibility to work rotational shifts, including weekends and holidays, as required
- Awareness or knowledge of IT security best practices and compliance standards such as ISO/SOC
Benefits:
- Competitive long-term total compensation package with salary and performance-based bonus
- Remote-first organization with flexibility
- Technical and non-technical training programs
- Global exposure through work with international teams and clients
- Virtual and in-person international technology conferences
- Nursery reimbursement benefit
- Aspire Wellness Program
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