Service Desk Engineer (West Coast) - US

Neat is a fast-growing Norwegian technology company redefining the meeting room experience. They are seeking a Service Desk Engineer to act as the first point of contact for customer and user inquiries, ensuring incidents and service requests are logged and resolved efficiently.

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

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)
• Basic understanding of networking concepts such as TCP/IP is desirable
• Interest in technology and willingness to learn
• Bachelor's degree (or equivalent) in IT / Computer Science, Engineering, Science, Mathematics, or related discipline preferred
• Recent graduates welcome