Service Desk Engineer; West Coast

Location
:
Remote, based in the contiguous United States

Hours
:
West Coast US coverage from 9:00am PT - 5:00pm PT.

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. This is a remote position.

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

• 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.

• 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.

Pay Range: $60k – $80k annual salary. Actual compensation will be determined based on factors such as the candidate’s relevant experience, skills, and internal equity. This position is eligible for our comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, and an unlimited PTO policy.

At Neat, you’ll be part of a passionate team shaping the future of video collaboration. You’ll have the unique opportunity to represent our brand directly to global audiences and play a key role in how customers experience Neat.

We’re looking for passionate people who work hard and are focused yet like to have fun. The independent thinkers who thrive in a top-notch team of diverse talents. You’ll be contributing to a positive force for progress as the world moves to a new way of working. The workplace is changing, and you can be a part of shaping that future.

Neat brings people together with beautifully simple, versatile video devices and experiences. By minimizing the physical and virtual divide, we enable everyone to feel more connected, present and understood, however they prefer to work. We aim to make our technologies so intuitive that terms like "in-office" and "remote" will seem obsolete in five years. Neat’s pioneering portfolio addresses the needs of today’s workplace and natively supports Microsoft Teams, Zoom, Google Meet, and a range of compelling business apps.

We are an ambitious, accountable, collaborative, responsible, and growing team that fosters an environment where creativity and ingenuity can flourish. We strive to bring out the best in our Neaters and make amazing products and experiences. We are based in Oslo with Neaters working all over the world.