We are seeking a skilled Service Desk Engineer 2 to join our team in India. The ideal candidate will have 2-4 years of experience in providing technical support and troubleshooting IT issues. You will be responsible for assisting users with their IT-related problems, ensuring a high level of customer satisfaction.
Responsibilities
- Provide first-line support for IT issues via phone, email, or chat.
- Troubleshoot and resolve hardware and software issues promptly.
- Document all interactions and resolutions in the service desk system.
- Escalate unresolved issues to higher-level support as necessary.
- Maintain and update knowledge base articles for common issues and resolutions.
- Assist in onboarding new employees with IT setups and configurations.
- Monitor and manage service desk tickets to ensure timely resolution and customer satisfaction.
Skills and Qualifications
- 2-4 years of experience in a service desk or technical support role.
- Proficiency in Windows and Linux operating systems.
- Familiarity with ITIL framework and service desk best practices.
- Experience with ticketing systems such as ServiceNow or JIRA.
- Strong understanding of networking concepts and troubleshooting techniques.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.
