Service Desk Engineer

Position: Service Desk Engineer / Technical Support Engineer L2

Working Hours: 24x7 Rotational (WFO)

Work Location: NSEZ Phase 2, Noida

Experience: 5yrs to 10yrs

Note: Must have excellent communication skills.

Job Description:

Key Responsibilities:

• Provide advanced support to end-users for laptop-related issues, including hardware and software troubleshooting.

• Resolve issues related to Windows operating systems, Office 365 applications, SharePoint, file servers, and printers.

• Handle service desk tickets efficiently, ensuring timely resolution and excellent customer service.

• Communicate effectively with end-users to understand their issues and provide clear and concise guidance.

• Maintain detailed documentation of support activities, resolutions, and updates to the knowledge base.

• Work closely with other IT team members and departments to resolve complex issues and improve overall service delivery.

• Provide guidance and training to end-users to help them resolve common issues and improve their understanding of IT systems.

• Assist with routine maintenance and updates of IT systems and software to ensure optimal performance.

• Escalate complex issues to Level 3 support or other appropriate teams when necessary, ensuring thorough documentation of all steps taken.

Technical Skills:

• Proficiency in troubleshooting Windows operating systems.

• In-depth knowledge of Office 365 applications, including Outlook, Word, Excel, and Teams.

• Experience with SharePoint administration and troubleshooting.

• Familiarity with file server management and network printers.

Soft Skills:

• Excellent verbal and written communication skills.

• Strong problem-solving skills and attention to detail.

• Ability to work independently and as part of a team.

• Customer-focused with a dedication to providing high-quality service.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.

• Experience with ITIL framework and service management best practices.

• Familiarity with remote support tools and techniques