Service Desk Engineer

Serve as the first point of contact for internal users and customers seeking technical assistance via phone, email, or chat. Diagnose and resolve hardware, software, and network issues in a timely manner. Log and prioritize incoming support requests in the ticketing system, ensuring accurate documentation of issues and resolutions. Monitor ticket status and follow up with users to ensure timely resolution and satisfaction. Troubleshoot and resolve a range of technical issues related to e-payment applications, operating systems, and network connectivity. Escalate complex issues to appropriate teams when necessary and coordinate follow-up actions. Assist in the installation, configuration, and maintenance of IT hardware and software, including payment terminals and related devices. Ensure that all systems are up-to-date and comply with security standards. Contribute to the development and maintenance of a knowledge base, including FAQs and troubleshooting guides. Provide training and support to users on new applications and systems. Work closely with IT teams to identify recurring issues and recommend improvements to processes and systems. Participated in IT projects as needed, providing support for system upgrades and implementations. Bachelor’s degree in information technology, Computer Science, or a related field. 2+ years of experience in a service desk or technical support role, preferably in the fintech or e-payment industry. Strong understanding of IT support processes and ticketing systems (e.g., Jira, ServiceNow). Proficiency in troubleshooting hardware, software, and network issues. Familiarity with payment processing systems and related technologies is a plus. Excellent communication and interpersonal skills, with a customer-centric approach. Ability to work effectively in a fast-paced environment and handle multiple priorities.