服务台工程师- L1
Service Desk Engineer- L1
职位描述
作为服务台工程师-L1，你将在通过承担技术问题并推动其及时解决，为客户提供卓越服务方面发挥关键作用。
该职位适合拥有2-3年面向客户IT支持经验的资深一级至1.5级服务台工程师，具备扎实的故障排除技能和以客户为中心的工作理念。
客户介绍
你将与一家专业的托管服务提供商合作，支持客户在微软及终端用户技术环境中的需求。团队专注于提供响应迅速的技术支持、清晰的沟通以及积极的客户成果。
理想人选
- 在面向客户的IT服务台或一级至1.5级支持岗位有2-3年工作经验。
- 具备支持微软环境和终端用户的实际经验。
- 具有强烈的客户服务意识，注重提供卓越的支持。
- 有信心承担技术问题并推动其解决。
- 具备扎实的故障排除和解决问题的能力。
- 具备清晰、专业且富有同理心的沟通能力。
- 做事有条理、可靠且注重细节。
- 能够独立工作，同时与团队成员有效协作。
- 主动积极，致力于持续学习。
职责范围
客户与服务台支持
- 在分配的请求中提供卓越的技术支持和客户服务。
- 承担客户技术问题，并推动其及时解决。
- 按照既定流程和服务级别管理支持请求。
- 在故障排查和解决过程中与客户进行清晰沟通。
- 设定合理的预期，并提供有关问题进展的有意义更新。
技术故障排除
- 使用结构化方法排查微软和终端用户技术问题。
- 对问题进行彻底调查，并在职责范围内应用合适的解决方案。
- 当需要专家协助时，及时上报问题。
- 保持对故障排查步骤、结果和后续行动的清晰准确记录。
持续改进
- 参与内部知识共享和文档编写。
- 识别重复出现的问题和支持流程的改进机会。
- 保持开放心态接受反馈，并积极提升技术知识和服务台能力。
查看英文原文
About the Role
As a Service Desk Engineer- L1 , you will play a key role in delivering exceptional service to customers by taking ownership of technical issues and driving them through to timely resolution.
This role is suited to an experienced Level 1–1.5 Service Desk Engineer with 2–3 years of client-facing IT support experience, strong troubleshooting skills and a customer-first approach.
About the Client
You will be working with a professional managed services provider supporting customers across their Microsoft and end-user technology environments. The team is focused on delivering responsive technical support, clear communication and positive customer outcomes.
Ideal Profile
- 2–3 years of experience in a client-facing IT Service Desk or Level 1–1.5 support role.
- Practical experience supporting Microsoft environments and end users.
- Strong customer service mindset with a focus on delivering exceptional support.
- Confident taking ownership of technical issues and seeing them through to resolution.
- Strong troubleshooting and problem-solving abilities.
- Clear, professional and empathetic communication skills.
- Organised, dependable and attentive to detail.
- Comfortable working independently while collaborating effectively with teammates.
- Proactive and committed to continuous learning.
Responsibilities
Customer & Service Desk Support
- Deliver exceptional technical support and customer service across assigned requests.
- Take ownership of customer technical issues and progress them through to timely resolution.
- Manage support requests in line with established processes and service levels.
- Communicate clearly with customers throughout the troubleshooting and resolution process.
- Set appropriate expectations and provide meaningful updates on the progress of issues.
Technical Troubleshooting
- Troubleshoot Microsoft and end-user technology issues using a structured approach.
- Investigate issues thoroughly and apply appropriate solutions within the scope of the role.
- Escalate issues appropriately when specialist assistance is required.
- Maintain clear and accurate documentation of troubleshooting steps, outcomes and next actions.
Continuous Improvement
- Contribute to internal knowledge sharing and documentation.
- Identify recurring issues and opportunities to improve support processes.
- Remain open to feedback and actively develop technical knowledge and service desk capabilities.
How we take care of our team
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great Christmas & financial year-end parties to unwind with your loved ones
Originally posted on Himalayas