About LetitbexAI
LetitbexAI is a fast-growing AI-driven technology company focused on building intelligent, scalable, and enterprise-grade solutions. We work at the intersection of AI, data engineering, cloud, and business transformation, helping organizations unlock real value from artificial intelligence.
Position: Service Desk Engineer
Experience: 3-5 Years
Mode: Hybrid : (3days/week)
Notice Period: Can be considered up to 15 Days
Job Duties And Responsibilities
- Deliver an exceptional customer support experience. This position necessitates a 24/7 commitment, requiring flexibility to work across various shifts, including nights, weekends, and public holidays.
- Strive to achieve first-contact resolution for all employee support interactions whenever feasible. Diligently and proactively manage competing priorities within a high-velocity environment.
- Connect with employees via Slack and Zoom to provide real time troubleshooting support, along with providing a superior transfer of support experience as needed.
- Strong focus towards developing technical skills and knowledge in order to deliver resolution through first contact.
- Identify opportunities for improvement for internal processes to enable success across our team.
- Support key Employee Lifecycle processes (onboarding and offboarding) and support provisioning and deprovisioning of applications.
- Strong demonstrated written and verbal communication skills. Ability to communicate policies and technical processes with customers of all levels.
- Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively shares information with the team.
- Use JIRA to manage support requests and incident tickets daily.
Minimum REQUIRED Knowledge, Skills, And Abilities
- 3-5 years supporting internal or external customers in a Global IT Service Desk environment.
- 3-5 years experience supporting Mac and Windows devices
- 3-5 years managing user and role-based access in a predominantly SaaS-based environment.
- Familiarity with or demonstrated experience in supporting video conferencing systems is desired.
- We are seeking a candidate who possesses an ITIL mindset and can contribute positively to the team's success.
- The ideal candidate should be proficient in troubleshooting Windows and Mac platforms, leveraging their expertise in Jamf and Intune.
- It would be advantageous if the candidate has Proficiency in scripting languages such as Bash or Python for automation tasks related to Jamf is highly desirable (not mandate, but good to have).
- The candidate should also demonstrate strong problem-solving skills and the ability to work independently and collaboratively within a team environment.
- Experience supporting high priority escalations and high-pressure situations
- Strong ability to prioritize multiple tasks to ensure support for your customers and team
Additional Skills Or Certifications a Plus
- Okta
- Google Suite
- JAMF
- Intune
- Atlassian Suite
- Slack
- O365
- Zoom
