Role Overview:

As a Service Desk Engineer at our Noida office, you will serve as the primary technical point of contact for resolving complex infrastructure and end-user challenges. You will work closely with cross-functional teams and global clients to ensure the stability and efficiency of enterprise systems. By managing incident lifecycles and performing root-cause analysis, you will directly influence system uptime and user productivity, ensuring that technical roadblocks are removed swiftly to support seamless business continuity.

Key Responsibilities:

- Resolve complex technical incidents related to Windows Server environments and Active Directory to minimize downtime for end-users.

- Manage user accounts, permissions, and security groups within Office 365 to ensure secure and efficient access to organizational resources.

- Utilize Jira and Zendesk to track, document, and prioritize service requests, ensuring all tickets meet established service level agreements.

- Perform advanced troubleshooting on network connectivity issues, including TCP/IP configurations, to restore service for remote and on-site users.

- Provide high-level remote desktop support to diagnose and rectify software and hardware malfunctions across the enterprise.

- Collaborate with internal IT teams to implement system patches and updates, ensuring all infrastructure remains compliant with security standards.

Required Skillset:

- Demonstrated expertise in managing and troubleshooting Active Directory and Windows Server environments within a large-scale enterprise setting.

- Proven ability to administer Office 365 services, including Exchange Online and SharePoint, with a focus on user management and security.

- Strong proficiency in utilizing ticketing systems such as Jira and Zendesk to manage workflows and maintain detailed documentation of technical resolutions.

- Solid understanding of networking fundamentals, specifically TCP/IP, DNS, and DHCP, to effectively diagnose connectivity and performance issues.

- Exceptional communication skills, with the ability to translate technical concepts into clear, actionable guidance for non-technical stakeholders.

- Ability to work effectively in a fast-paced, on-site environment in Noida, balancing multiple high-priority tasks with attention to detail.

- Minimum of 5 to 8 years of professional experience in a service desk or technical support role, showcasing a track record of resolving complex infrastructure issues.