Technical Service Desk Engineer

Description :

Job Title : Technical Service Desk Engineer

Experience Required : 2 5 Years

Location : Chennai

Job Purpose / Summary :

The Technical Service Desk Engineer will be responsible for providing remote technical support to end-users for hardware, software, and application issues.

This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to handle critical support cases efficiently, including VIP and executive users.

Key Responsibilities :

Incident Management & Remote Support :

- Provide remote assistance to end-users via phone or remote access tools to resolve OS and application-related issues.

- Handle software break-fix support for standard and specialized business applications.

- Perform installation, uninstallation, and configuration of supported software as required.

- Manage incident and service request (SR) coordination and closure within defined SLAs.

- Provide VIP / Executive user support, ensuring prioritized and timely resolution.

- Maintain user satisfaction by collecting CSAT feedback for all attempted and resolved tickets.

System & Software Maintenance :

- Perform desktop/laptop patch updates using available tools or manually where required.

- Manage Windows patching, antivirus, and encryption updates.

- Support installation and maintenance of layered software (e.g., MS Office, business applications).

- Maintain and update systems to ensure compliance and optimal performance.

- Coordinate and log OEM calls for hardware-related incidents, ensuring timely resolution.

Peripheral & Environment Support :

- Configure and support printers, providing users access to MPS or MFD devices for uninterrupted operations.

- Provide technical coordination for office movements, system rollouts, or setup changes.

- Assist in environment refresh activities and collaborate with infrastructure teams when required.

- Provide extended hour support during month-end (last 3 days of the month and first day of the following month).

Compliance & Confidentiality :

- Adhere to all security and confidentiality policies, ensuring protection of client and organizational data.

- Follow defined escalation and reporting protocols for incident handling.

- Maintain proper documentation for support activities and incident resolutions.

Key Skills & Competencies :

- Strong knowledge of Windows Operating Systems (Windows 10/11).

- Hands-on experience in remote desktop tools and ticketing systems (e.g., ServiceNow, Remedy).

- Familiarity with software installation, patching, antivirus, and encryption tools.

- Basic knowledge of network troubleshooting and printer configuration.

- Excellent communication and customer service skills.

- Ability to handle VIP users with professionalism and urgency.

- Strong analytical, coordination, and multitasking abilities.

Behavioral Competencies :

- Customer-focused and proactive approach.

- Strong ownership and accountability.

- Excellent problem-solving and interpersonal skills.

- Ability to work under pressure and in rotational shifts if required.

- Commitment to confidentiality and compliance.

Education & Experience :

- Bachelors degree / Diploma in Computer Science, IT, or related field.

- 25 years of experience in a Technical Service Desk or IT Support role.

- Certifications like MCSA / ITIL Foundation / CompTIA A+ / N+ preferred.