Role Summary

We are looking for a customer-focused Service Desk Engineer to provide first-level technical support for end users across the organization.

The ideal candidate will be responsible for handling incidents, service requests, troubleshooting hardware and software issues, and ensuring timely resolution in accordance with Service Level Agreements (SLAs). The role requires excellent communication skills, technical troubleshooting expertise, and the ability to work in a 24x7 support environment.

Key Responsibilities

Provide Level 1/Level 2 technical support via phone, email, chat, and remote support tools.

Log, categorize, prioritize, and resolve incidents and service requests using the ITSM tool.

Troubleshoot desktop, laptop, printer, operating system, and application-related issues.

Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other enterprise applications.

Perform user account management, password resets, and access provisioning using Active Directory.

Install, configure, and troubleshoot hardware, software, and peripheral devices.

Support VPN, Wi-Fi, remote connectivity, and basic networking issues.

Escalate unresolved incidents to appropriate support teams while ensuring proper follow-up.

Maintain accurate ticket documentation and update users on incident status.

Ensure adherence to SLAs, ITIL processes, and organizational policies.

Participate in knowledge base creation and process improvement initiatives.

Support onboarding and offboarding activities, including user account setup and asset allocation.

Work in rotational shifts and provide 24x7 support when required.

Mandatory Skills

2-5 years of experience in IT Service Desk, Help Desk, or Technical Support.

Strong knowledge of Windows 10/11 and Microsoft Office 365.

Experience supporting Outlook, Teams, OneDrive, and other Microsoft applications.

Hands-on experience with Active Directory (user management, password resets, group membership).

Knowledge of Azure Active Directory (Entra ID) and Microsoft 365 administration is preferred.

Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or ManageEngine.

Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

Experience troubleshooting desktops, laptops, printers, and peripheral devices.

Knowledge of remote support tools such as TeamViewer, AnyDesk, Microsoft Quick Assist, or BeyondTrust.

Understanding of incident, problem, and change management processes.

Ability to prioritize incidents and manage workloads effectively.