Service Desk Engineer
Neat
Job Overview
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Job Description
About Neat
Join Neat and become part of a fast-growing Norwegian technology company redefining the meeting room experience. Founded in 2019, Neat was created to make the meeting space the best it can be. We understand the meeting space better than anyone else and we pour all our energy into every last detail of what we do.
Do you enjoy helping users and solving problems in a structured, service-focused environment? Are you interested in building a career in technology support?
Role Overview: Service Desk Engineer
We are looking for a first level Service Desk Engineer to join our support team. 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.
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
Key skills/competency
- Customer Support
- Incident Management
- Troubleshooting
- ITIL Practices
- Service Requests
- Ticketing Systems
- Communication Skills
- Problem Solving
- Networking Basics
- Documentation
How to Get Hired at Neat
- Research Neat's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for Neat: Customize your resume to highlight problem-solving, ITIL experience, and customer service skills using keywords from the Service Desk Engineer description.
- Showcase technical acumen: Prepare to discuss your troubleshooting methodology and any basic networking knowledge relevant to support at Neat.
- Emphasize communication skills: Practice clear, empathetic communication, crucial for a first-level support role at Neat during interviews.
- Understand Neat's products: Familiarize yourself with Neat's meeting room solutions to demonstrate genuine interest in their technology.
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