Trainee Service Desk Engineer

Описание

WE ARE

SoftServe is a global digital service and consulting company founded in 1993. We work on 2,000+ projects with clients across the USA, Europe, APAC, and LATAM. SoftServe teams help transform, accelerate, and optimize how clients, including ISVs, operate and deliver value.

Our clients are US and European companies operating in healthcare, education, finance, and other industries.

IF YOU ARE

A university or business school graduate in Applied Linguistics, Linguistics, Computer Science, or a similar field with a technical backgroundFamiliar with IT networking fundamentals and computer basicsKnowledgeable in enterprise software products such as Microsoft Office 365 applicationsStrong in verbal and written communication, including email correspondence and phone etiquetteCustomer-oriented with solid problem-solving, research, and troubleshooting skillsStrong in time management, coordination, and prioritizing multiple tasks with high attention to detail and qualityFlexible and adaptive, comfortable working under pressure, and quick to learnPunctual, responsible, and collaborative as a team memberProficient in written and spoken English at upper-intermediate levelAware of basic ITIL principles (optional)Familiar with software documentation tools such as Confluence or SharePoint (would be a plus)

AND YOU WANT TO

Work a shift-based schedule planned typically two weeks in advance, covering a 24/7/365 model, including night shifts (around 3 per month) and weekend duties, with 2 days off per weekMonitor incoming requests using dedicated tools and perform initial diagnosisRegister, accept, categorize, and prioritize support ticketsFollow predefined escalation workflowsResolve simple tickets and known issues described in the knowledge baseAnalyze customer issues using context and customer information in internal systems and provide answers or workable solutionsConfirm resolution and close ticketsPerform scheduled project-related tasks and system monitoring within defined timeframesIdentify potential trends and coordinate with problem management when applicableContribute to improving the knowledge base based on ongoing ticket processing experience

TOGETHER WE WILL

Provide a timely salary and bonuses for going the extra mileWork in a friendly and supportive atmosphereSupport professional development through corporate training, access to learning resources, and the SoftServe libraryParticipate in company events, team-building activities, and corporate gift programsDeliver excellent service to clients by managing Helpdesk requests effectively and meeting targets and expectationsContinuously assess, analyze, and improve processes, results, and tools to increase value for clientsBuild strong client relationships and trust, improve collaboration, and explore new business opportunitiesDevelop practical knowledge and experience in technical support, process management, and continuous improvement