Job Title: Service Desk Technician Location: Fully remote, Central Europe Time Zone Language: English is mandatory The Service Desk plays a crucial role in managing service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level. This team also monitors the corporate ICT infrastructure and supports various IT processes including Major Incident, Problem, Change, and Configuration Management. As a Service Desk technician, you will work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends. The shift duration varies between eight hours during weekdays and holidays, and twelve hours during weekends. Duties and Responsibilities: - Manage support requests, incidents, and event-generated incidents in the ticketing system. - Analyze and resolve incidents according to established procedures. - Evaluate incidents when necessary and implement measures to prevent reoccurrence. - Manage support requests until closure. - Monitor ICT infrastructure with various technologies. - Inform customers about outages, known errors, and resolution progress. - Contribute to developing or improving technical service policies and documentation. - Update the technical information database, Service Desk knowledge base, workflow, and procedures. - Create technical documentation or user manuals as needed. - Support the Change Manager or CMDB owner with change coordination and updates. - Perform other duties as required. Required Qualifications & Experience: - At least two years of experience in a Service Desk environment supporting customers. - Familiarity with ticketing tools. - Experience with Incident and Request Management and escalation. - Knowledge of operational monitoring tools. - Skills in alert troubleshooting and ticket escalation. - User creation and administration, including security groups, distribution lists, service accounts, and mailbox management. - User administration and licensed software assignment. - Experience with Virtual Machine builds, modifications, and snapshots. - Familiarity with Symantec VIP or MFA software administration. - Basic knowledge of DHCP & DNS management. - Experience with backup and restore tools. - Managing certificate creation and renewal. - Server troubleshooting and command line skills. - Scripting skills. - Fluency in English (verbal and written). - ITIL V.4 Foundation certification.