Service Desk Engineer

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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Neat

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔧 Hardware

⚡ Productivity

📡 Telecommunications

Hardware • Productivity • Telecommunications

Neat is a technology company that designs simple and elegant video devices to enhance video communications in meeting spaces. Founded in 2019, Neat focuses on creating products that enable rich and meaningful experiences for people in professional environments. The company supports remote work with a passion for improving meeting spaces and is backed by a diverse, creative, and international team. Neat aims to take video communications to a new level through innovative product design.

📋 Description

• Act as the first point of contact for customer and user inquiries. • Log, categorize, and prioritize incidents and service requests accurately. • Resolve standard incidents and requests using approved knowledge articles and runbooks. • Perform initial troubleshooting of hardware, software, and connectivity issues. • Escalate incidents according to defined criteria. • Maintain clear communication and manage user expectations throughout the ticket lifecycle. • Ensure tickets are updated correctly and closed with proper documentation. • Contribute to knowledge base improvements and documentation updates. • Follow ITIL Incident Management and Service Desk best practices.

🎯 Requirements

• Strong problem-solving mindset with a structured approach to troubleshooting. • Excellent written and verbal communication skills, with clear grammar and professional tone. • Customer-focused attitude with professionalism and empathy. • Ability to work in a fast-paced environment and manage multiple tickets within SLAs. • Comfortable using ticketing and Service Management systems. • Availability to work West Coast hours (for AMER description only). • Japanese language proficiency required (for APAC description only).

🏖️ Benefits

• medical, dental, and vision insurance • 401(k) plan • unlimited PTO policy