Neat designs simple and elegant video devices.
Service Desk Engineer
Location
California
Posted
2 days ago
Salary
$60K - $80K / year
Seniority
Senior
Job Description
Service Desk Engineer
Neat
• Act as the first point of contact for customer and user inquiries. • Log, categorize, and prioritize incidents and service requests accurately. • Resolve standard incidents and requests using approved knowledge articles and runbooks. • Perform initial troubleshooting of hardware, software, and connectivity issues. • Escalate incidents according to defined criteria. • Maintain clear communication and manage user expectations throughout the ticket lifecycle. • Ensure tickets are updated correctly and closed with proper documentation. • Contribute to knowledge base improvements and documentation updates. • Follow ITIL Incident Management and Service Desk best practices.
Job Requirements
- Strong problem-solving mindset with a structured approach to troubleshooting.
- Excellent written and verbal communication skills, with clear grammar and professional tone.
- Customer-focused attitude with professionalism and empathy.
- Ability to work in a fast-paced environment and manage multiple tickets within SLAs.
- Comfortable using ticketing and Service Management systems.
- Availability to work West Coast hours (for AMER description only).
- Japanese language proficiency required (for APAC description only).
Benefits
- medical, dental, and vision insurance
- 401(k) plan
- unlimited PTO policy
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