Service Desk Engineer (Tier 1)

at  GPL Technologies

Position Title: Service Desk Engineer (Tier 1)
Location: Remote
Job Type: Full-time
Reports to: Engineering Manager

WHO WE ARE

At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights.THE ROLE
As a Tier 1 Service Desk Engineer, you will be the first point of contact for clients experiencing IT-related issues. Your role involves troubleshooting and resolving basic technical problems, escalating more complex issues, and providing excellent customer service. This is a position for someone with a passion for technology, strong problem-solving skills, and a desire to grow in the IT industry.
You will work remotely, providing support via phone, email, and a ticketing system. You’ll also collaborate with other engineers to ensure timely issue resolution and maintain high customer satisfaction levels.

SKILLS & QUALIFICATIONS

• Technical Expertise:
• Basic knowledge of IT concepts and troubleshooting methods.
• Familiarity with Windows and macOS operating systems.
• Understanding of common IT systems and applications, such as Microsoft Office 365, remote desktop tools, and basic networking.
• Soft Skills:
• Strong communication and interpersonal skills.
• Ability to explain technical issues to non-technical users.
• Problem-solving mindset and attention to detail.
• Experience:
• 1+ years of experience in an IT support role (internship or service desk preferred).
• Experience using ticketing systems (e.g., Zendesk, ServiceNow, or ConnectWise) is a plus.
• Certifications:
• CompTIA A+, ITIL Foundation, or other relevant IT certifications (preferred but not required).

• First-Line Technical Support:
• Provide first-level IT support for desktop, software, hardware, and network-related issues.
• Respond to tickets in a timely manner via phone, email, and the ticketing system.
• Troubleshoot and resolve common issues such as password resets, connectivity problems, and application support.
• Ticket Management:
• Accurately document, categorize, and prioritize incoming issues using the ticketing system.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when necessary.
• Follow up with clients to ensure their issues are resolved satisfactorily.
• Customer Service:
• Provide excellent customer service by maintaining a professional, patient, and positive attitude.
• Communicate with clients in non-technical language to help them understand the issues and solutions.
• System Monitoring & Maintenance:
• Assist with monitoring system alerts and notifications, escalating any identified issues to the appropriate teams.
• Perform basic remote system maintenance and updates when needed.
• Knowledge Base Contribution:
• Contribute to internal and external knowledge bases by creating, updating, and maintaining documentation for common issues and solutions.
• Continuous Learning & Development:
• Stay updated on new technologies, tools, and best practices relevant to the role.
• Participate in training and development programs as provided by the company.