We are seeking a skilled Service Desk Engineer to join our team in India. The ideal candidate will be responsible for providing exceptional technical support to our users, ensuring timely resolution of issues, and contributing to the overall efficiency of our IT operations.
Responsibilities
- Provide first-level technical support to end-users via phone, email, or chat.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Document and track all support requests and resolutions in the ticketing system.
- Escalate complex issues to higher-level support teams as needed.
- Maintain and update knowledge base articles to improve service delivery.
- Assist with onboarding and training of new staff on IT systems and tools.
- Participate in regular team meetings and contribute to continuous improvement initiatives.
Skills and Qualifications
- 2-6 years of experience in a Service Desk or IT support role.
- Strong knowledge of Windows and Mac operating systems.
- Experience with Active Directory and user account management.
- Familiarity with ITIL framework and service management best practices.
- Proficient in using ticketing systems and remote support tools.
- Excellent communication and interpersonal skills to interact with users effectively.
- Ability to work under pressure and manage multiple tasks simultaneously.
