IT Service Desk L1 Engineer

Overview of 66degrees

66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear quantifiable outcomes. Our company is the culmination of several successful firms each a leader in its own right in cloud artificial intelligence and data. This convergence of talent and expertise is how we help businesses reach their own inflection point where chaotic data becomes a strategic asset complexity becomes clarity and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise with autonomous systems unlocking human potential.

At 66degrees we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way.

Overview of Role

The IT Service Desk L1 Engineer serves as the primary point of contact for all IT-related issues and service requests. This role is critical in providing initial technical support troubleshooting hardware and software problems and ensuring an exceptional customer service experience for all end-users.

Responsibilities

• Serve as the first point of contact providing timely and effective technical support to end-users.
• Accurately log categorize and prioritize all incoming service requests and incident tickets within the ITSM system.
• Diagnose and resolve technical issues related to hardware software business applications and network connectivity (LAN/WAN VPN).
• Manage user access including performing password resets account unlocks and providing essential application support.
• Seamlessly escalate complex or unresolved issues to Level 2/SME engineers ensuring detailed documentation notes and logs are provided for efficient handoff.
• Create and maintain high-quality up-to-date documentation for IT procedures knowledge base articles and common solutions.
• Proactively educate and guide users on IT best practices and common technical self-help procedures.
• Participate in the mandatory on-call rotation schedule to ensure 24/7 service coverage.
• Actively contribute to continuous service improvement initiatives for service desk processes and operational efficiency.

Required Qualifications

• 1-2 years of proven experience operating in a fast-paced IT Service Desk or Technical Support role.
• Proficiency in administering and troubleshooting a diverse operating system environment including macOS and Windows systems.
• Demonstrated expertise in Google Workspace Applications and Google Administration.
• Foundational knowledge of network essentials including TCP/IP DNS and VPN concepts.
• Exceptional written and verbal communication skills.
• Demonstrated ability to efficiently diagnose prioritize and resolve technical challenges.
• A strong customer-centric focus committed to delivering positive and high-quality user experiences.
• Proven ability to work both autonomously and collaboratively within a team environment.
• Bachelors degree in Information Technology Computer Science or a related technical field or equivalent practical experience.

Qualifications

• Relevant IT certifications such as ITIL Foundation CompTIA A or Microsoft Certified: Modern Desktop Administrator.
• Prior experience utilizing enterprise-grade ITSM platforms (e.g. ServiceNow Jira Service Management).
• Familiarity with remote desktop and support management tools.

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race color religion sex gender gender identity national origin age weight height marital status sexual orientation veteran status disability status or other legally protected class.

AI Transparency & Disclosure

As an AI transformation partner 66degrees leverages intelligent solutions to enhance our recruitment experience. We utilize AI toolsincluding LinkedIn Recruiters Hiring Assistant and interview transcription technologiesto assist with sourcing role analysis and capturing interview highlights.

These tools augment our process but we Commit to Our Craft by ensuring all final hiring decisions are made by our human Talent Team. By applying you acknowledge the use of these technologies to help us Win Together in finding the best fit for our team.