IT Service Desk Engineer

Role & responsibilities

• Provide Level 1 technical support via phone, email, and chat in a 24x7 support environment.
• Record, track, and resolve incidents and service requests through ITSM ticketing tools. Perform initial diagnosis and troubleshooting of hardware, software, desktop, and laptop-related issues.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and other collaboration tools.
• Troubleshoot Office 365 and VPN connectivity issues. Coordinate with L2/L3 support teams for incident escalation and resolution.
• Work with OEM vendors for hardware support, warranty claims, and service coordination.
• Ensure adherence to ITIL processes, service standards, and SLA commitments.
• Manage multiple tickets simultaneously while maintaining high customer satisfaction. Adapt to new technologies, tools, and business processes.
• Required Skills Minimum 2+ years of experience in IT Helpdesk, Service Desk, or Technical Support.
• Strong troubleshooting skills in Windows OS, Microsoft 365, Office 365, VPN, and desktop support.
• Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar.
• Excellent verbal and written communication skills.
• Strong customer service orientation and active listening skills.
• Ability to explain technical concepts to non-technical users.
• Willingness to work in 24x7 rotational shifts.
• Experience in supporting global/international clients will be an added advantage