Location: Fully remote, Central Europe Time Zone Languages: English is mandatory Job Description: The Service Desk is responsible for managing service requests and incidents, including collecting, recording, and resolving technical issues at Tier 1 level, and escalating higher complexity incidents as needed. It also monitors the corporate ICT infrastructure. Additionally, the Service Desk supports various IT processes such as Major Incident, Problem, Change, and Configuration Management. Service Desk technicians work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends, with an eight-hour shift during weekdays and holidays, and a 12-hour shift during weekends. Duties and Responsibilities: Manage support requests, incidents, and event-generated incidents in the ticketing system. Analyze and resolve incidents according to established procedures. Escalate incidents when necessary and implement measures to prevent reoccurrence. Manage support requests until closure. Monitor ICT infrastructure using various monitoring tools. Inform customers about outages, known errors, and resolution progress. Develop or improve technical service policies and documentation. Update the technical information database, Service Desk knowledge base, workflows, and procedures. Create technical documentation or user manuals as needed. Assist the Change Manager or CMDB owner with change coordination and updates. Perform other duties as required. Required Qualifications & Experience: At least 2 years of experience supporting customers in a Service Desk environment. Knowledge of ticketing tools. Experience in Incident and Request Management and escalation procedures. Knowledge of operational monitoring tools. Skills in alert troubleshooting and ticket escalation. User account creation and administration, including security groups, distribution lists, service accounts, and mailbox management. Experience with user administration and software licensing. Experience with Virtual Machine builds, modifications, and snapshots. Knowledge of Symantec VIP or MFA software administration. Understanding of DHCP and DNS management. Experience with backup and restore tools. Managing certificate creation and renewals. Server troubleshooting and command line skills. Scripting knowledge. Fluency in English (verbal and written). ITIL V.4 Foundation certification. #J-18808-Ljbffr