Service Desk Engineer (West Coast) - Remote US

Neat•Independence, KS

1d•$60,000 - $80,000•Remote

About The Position

Join Neat, a fast-growing Norwegian technology company redefining the meeting room experience, as a first-level Service Desk Engineer. This remote 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.

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).

Nice To Haves

Basic understanding of networking concepts such as TCP/IP is desirable.
Interest in technology and willingness to learn.
Japanese language proficiency required (for APAC description only).

Responsibilities

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.