Service Desk Engineer

Service Desk Engineer

Do you enjoy helping users and solving problems in a structured, service-focused environment?
Are you interested in building a career in technology support?

Join NEAT and become part of a fast-growing Norwegian technology company redefining the meeting room experience.

We are looking for a first level Service Desk Engineer to join our support team. This role acts as the first point of contact for customers and internal users, ensuring incidents and service requests are logged, triaged, and resolved efficiently using approved knowledge resources and established processes.

You will play a key role in delivering a high-quality support experience while ensuring incidents are handled in line with ITIL-based practices.

This is a remote position.

Key Responsibilities

• Act as the first point of contact for customer and user enquiries

• Log, categorise, and prioritise 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
  
  Required Skills and Experience
  

• 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
  

Desired Skills and Experience

• Basic understanding of networking concepts such as TCP/IP is desirable

• Interest in technology and willingness to learn

• German language skills would be an advantage, but are not required.
  
  Education

• Bachelor’s degree (or equivalent) in IT / Computer Science, Engineering, Science, Mathematics, or related discipline preferred

• Recent graduates welcome