It Support Engineer
Summary
First-level IT service desk engineer at Getronics in Gurugram, acting as first point of contact for enterprise end-user incidents and requests via phone, email, chat and remote tools. Core stack: Windows 10/11, Microsoft 365, Active Directory/Entra ID, VPN and ServiceNow, working to ITIL and SLAs on rotational shifts.
About Getronics:
Getronics is a global ICT integrator delivering Digital Workplace, Cloud, Network, Security, Field Services and Service Desk solutions to enterprise customers worldwide. The organization is committed to delivering exceptional customer experiences through operational excellence, innovation and skilled professionals.
Position Summary:
The IT Engineer Customer Service Operations Analyst is the first point of contact for end-user IT support. The role provides technical assistance through phone, email, chat and remote support while adhering to ITIL best practices and agreed Service Level Agreements.
Accountabilities
- Act as the first point of contact for IT incidents and service requests.
- Log, categorize, prioritize and update tickets accurately using the ITSM platform.
- Provide first-level support for Windows, Microsoft 365, Outlook, Active Directory, VPN, MFA, printers, hardware and standard enterprise applications.
- Resolve incidents at first contact whenever possible and escalate unresolved issues to Level 2 support teams.
- Maintain complete and accurate ticket documentation.
- Meet SLA, CSAT, quality and productivity targets.
- Contribute to the Knowledge Base and continuous service improvement.
- Manage the ticket queue, assign tickets on time while maintaining the quality standards.
- Participate in service introduction and onboarding of new customer/services.
- Apt use of provided tools and systems i.e. ServiceNow, Digital insights etc.
- Work rotational shifts supporting global customers.
Qualifications & Experience
- Bachelor's Degree/Diploma in Computer Science, Information Technology, Engineering or equivalent.
- Minimum 2 years of IT Service Desk or Technical Support experience.
- Experience supporting enterprise users is preferred.
- Excellent spoken and written English communication.
Preferred Certifications
- ITIL Foundation
- Microsoft Fundamentals
- Cloud Fundamentals
Technical Skills
- Microsoft Windows 10/11 Installation support, basic troubleshooting, user profile issues, and operating system navigation.
- Microsoft 365 (Office 365) Support for Outlook, Teams, Word, Excel, OneDrive, and basic mailbox troubleshooting.
- Active Directory Password resets, account unlocks, user lookup, group membership verification and basic user account administration.
- Microsoft Azure Active Directory (Azure AD / Microsoft Entra ID) Basic user account support, password resets, Multi-Factor Authentication (MFA) assistance, account verification, user synchronization checks, and escalation of advanced identity-related issues.
- VPN Support Assist users with VPN connectivity issues, basic troubleshooting of VPN login failures, profile configuration, connectivity verification, and escalation of network-related issues when required.
- Remote Support Tools Provide remote assistance to end users for troubleshooting and issue resolution.
- Basic Networking Understanding of IP addresses, DNS, Wi-Fi/LAN connectivity, and basic network troubleshooting.
- ITSM Tools (ServiceNow preferred) Log, categorize, prioritize, update, and close incidents and service requests.
- ITIL Fundamentals – Basic understanding of Incident Management, Service Request Management, and SLA compliance.
Working Hours & Location
- Gurgaon: Office Based role
- Singapore, India and UK Business hours