Service Desk Engineer

Responsibilities

• Provide 1st line support for all customer and partners incoming queries in a prompt and professional manner via telephone and email
• Act as liaison between customers/partners and advanced support teams (2nd and 3rd line support)
• Escalate problems where necessary to management or third party suppliers
• Retain ownership of incidents and monitoring until satisfactory resolution is achieved
• Follow established procedure for each service request, utilizing a ticketing system to handle and manage all issues and queries.
• Work within strict SLA’s to provide our customers with a timely resolution.
• Ensure that the customer is kept informed of the progress of the incident and the system is kept updated regularly

Education / Qualifications

• 2+ years of proven working experience in installing, configuring and troubleshooting Windows/Citrix based environments.
• Experience working in a customer service and/or helpdesk environment
• Knowledge of Azure and/or AWS is a plus
• Excellent communication skills both written and verbal
• Proactive nature and good initiative with the ability to solve problems
• Empathetic attitude with the ability to build excellent rapport with customers
• Good working knowledge of Microsoft Office, Excel and Word

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.