Service Desk Engineer

This is a remote position.

About the Job

As a Service Desk Engineer at Aspire, you will play a key role in delivering reliable and effective IT support across the organization. You will serve as the first point of contact for technical support, troubleshooting hardware, software, and network-related issues while ensuring a seamless technology experience for employees across our global teams. You will also contribute to IT operations, access management, and security compliance while maintaining high standards of service delivery.

• Provide technical support through Slack, Zoom calls, email, and the ticketing system, addressing hardware, software, and network-related issues.
  
• Manage the full ticket lifecycle, including logging, triaging, prioritizing, resolving, and escalating incidents while meeting response and resolution targets.
  
• Handle user onboarding and offboarding, access management, and device provisioning.
  
• Manage shared mailboxes, delegated access, and email flow issues, including message tracing.
  
• Administer collaboration platforms such as Slack and Google Drive, managing user accounts, permissions, and access.
  
• Monitor service desk performance by tracking ticket volumes, call queue activity, and response times, contributing to weekly performance reports.
  
• Document troubleshooting procedures, solutions, and best practices while maintaining the internal knowledge base.
  
• Support IT security compliance by following established security standards, identifying potential threats, and reporting security concerns.
  
• Ensure a positive employee experience through professional communication, effective problem-solving, and timely technical support.
  
• Participate in a 24/7 rotational shift schedule to ensure continuous support coverage for global users and critical systems.
  

• Bachelor's degree in Computer Science, Information Technology, or a related field.
  
• 0–1 years of experience in IT support, service desk, or a similar technical role.
  
• Familiarity with Windows and macOS operating systems.
  
• Basic understanding of Microsoft 365 and collaboration tools such as Slack and Zoom.
  
• Strong troubleshooting and problem-solving skills across hardware, software, and system-related issues.
  
• Excellent verbal and written English communication skills.
  
• Strong interpersonal and communication skills, with the ability to translate technical issues into clear, actionable guidance.
  
• Ability to manage multiple support requests, prioritize tasks, and work effectively in a fast-paced environment.
  
• Customer-focused mindset with a strong commitment to service quality and employee experience.
  
• Willingness and flexibility to work rotational shifts, including weekends and holidays, as required.
  
• Awareness or knowledge of IT security best practices and compliance standards such as ISO/SOC.
  
  

Why Aspire

• Be part of a remote-first organization where flexibility is embraced.
  
• Work and learn alongside talented engineers and technology leaders.
  
• Explore opportunities to learn and grow through technical and non-technical training programs.
  
• Gain global exposure by working on products with international teams and clients.
  
• Attend virtual and in-person international technology conferences to expand your knowledge and network.
  
• Nursery reimbursement benefit and Aspire Wellness Program.
  
• Exposure to working in an IT environment that adheres to rigorous security and compliance standards defined by ISO / SOC.