Sr Engineer (Tools & Automation)

Job Summary

Job Summary We are seeking a Global Service Desk Analyst – English Voice Support to provide first-level (L1) technical support to global users via inbound voice calls. The ideal candidate will demonstrate excellent spoken English, strong customer handling skills, and the ability to troubleshoot basic IT issues while meeting defined SLAs. This role supports a global user base and requires a Versant English language score greater than 8, ensuring clear, professional, and confident communication with international customers.

Key Responsibilities

Key Responsibilities • Act as the first point of contact for global end users via English voice calls • Handle technical issues, service requests, and incidents in line with defined SOPs • Provide L1 support for: o Windows OS and basic Mac OS issues o Password resets, account lockouts, MFA issues o Email (Outlook), VPN, MS Teams, and basic application support • Accurately log, update, and resolve tickets using ITSM tools such as Service Now or equivalent • Perform basic troubleshooting and resolve issues at first contact where possible (FCR) • Escalate incidents to L2/L3 teams with proper documentation when required • Ensure high customer satisfaction (CSAT) through professional communication and timely resolution • Adhere to SLAs, quality guidelines, and compliance standards • Participate in shift handovers, knowledge sessions, and ongoing training programs

Skill Requirements

Mandatory Skills & Qualifications Communication & Language • Versant English Language Score: > 8 (Mandatory) • Excellent spoken English with neutral accent • Strong customer handling and call etiquette skills Technical Skills (L1) • Basic understanding of IT Service Desk / Helpdesk operations • Knowledge of: o Windows OS troubleshooting o Active Directory (password reset, unlock user) o MS Office / Outlook / Teams • Familiarity with ticketing tools (Service Now preferred)

Other Requirements

Behavioral Competencies • Customer first mindset • Strong listening and problem solving skills • Ability to work in a fast paced, 24×7 support environment • Willingness to work in rotational shifts • Team player with a continuous learning attitude ________________________________________ Nice to Have • Prior experience in Global / International Voice Support • Exposure to ITIL framework • Experience supporting users across different geographies