We are seeking a Service Desk Engineer with good experience in troubleshooting Active Directory, O365 and basic Server issues.
Preferred: Immediate Joiners
Key Responsibilities:
- Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and resolve technical hardware and software issues.
- Escalate unresolved issues to the next level of support.
- Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).
- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
- Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).
- Assist with onboarding/offboarding activities including account provisioning and hardware setup.
- Follow standard procedures and document resolutions in the knowledge base.
- Ensure SLAs and response time targets are met.
- Participate in IT projects and continuous improvement initiatives.
Required Qualifications:
- 1-4 years of experience in an IT support or help desk environment.
- Strong knowledge of Windows and/or macOS operating systems.
- Familiarity with Active Directory, Microsoft 365, and remote support tools.
- Excellent problem-solving and multitasking abilities.
- Strong written and verbal communication skills.
- Customer-service oriented with a positive attitude.
Preferred Qualifications:
- Experience with ITIL framework and best practices.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
- Familiarity with mobile device management (MDM) tools.
- Exposure to cloud platforms (Azure, AWS) is a plus.
