It Service Desk Engineer

Job Summary

We are looking for an experienced IT Service Desk Engineer with a minimum of 4 years of experience in IT support and service desk operations. The candidate will be responsible for providing L1/L2 technical support, handling user issues, managing service requests, troubleshooting hardware and software problems, and ensuring timely resolution of incidents within defined SLAs.

Key Responsibilities

1. Provide technical support to end users through calls, emails, remote support and ticketing tools.
2. Handle IT incidents, service requests and user queries within defined SLA timelines.
3. Troubleshoot Windows 10/11 operating system, desktop, laptop and application-related issues.
4. Configure and troubleshoot MS Outlook, Office 365 and Microsoft 365 applications.
5. Perform Active Directory activities, including user creation, password resets, account unlocking and access management.
6. Troubleshoot VPN connectivity, LAN/WAN, Wi-Fi and network-related issues.
7. Provide remote desktop support and assist users in resolving technical problems.
8. Install, configure and troubleshoot hardware, software, printers and peripherals.
9. Log, update, monitor and close tickets using ServiceNow, BMC Remedy, ManageEngine or other ticketing tools.
10. Escalate unresolved technical issues to the appropriate L2/L3 teams.
11. Maintain proper documentation of incidents, resolutions and troubleshooting steps.
12. Ensure customer satisfaction through effective communication and timely issue resolution.