Job Title: Technical Service Desk Engineer
Experience Required: 2 5 Years
Location: Chennai
Job Purpose / Summary
The
Technical Service Desk Engineer will be responsible for providing remote technical support to end-users for hardware, software, and application issues. This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to handle critical support cases efficiently, including VIP and executive users.
Key Responsibilities
Incident Management & Remote Support
- Provide remote assistance to end-users via phone or remote access tools to resolve OS and application-related issues.
- Handle software break-fix support for standard and specialized business applications.
- Perform installation, uninstallation, and configuration of supported software as required.
- Manage incident and service request (SR) coordination and closure within defined SLAs.
- Provide VIP / Executive user support, ensuring prioritized and timely resolution.
- Maintain user satisfaction by collecting CSAT feedback for all attempted and resolved tickets.
System & Software Maintenance
- Perform desktop/laptop patch updates using available tools or manually where required.
- Manage Windows patching, antivirus, and encryption updates.
- Support installation and maintenance of layered software (e.g., MS Office, business applications).
- Maintain and update systems to ensure compliance and optimal performance.
- Coordinate and log OEM calls for hardware-related incidents, ensuring timely resolution.
Peripheral & Environment Support
- Configure and support printers, providing users access to MPS or MFD devices for uninterrupted operations.
- Provide technical coordination for office movements, system rollouts, or setup changes.
- Assist in environment refresh activities and collaborate with infrastructure teams when required.
- Provide extended hour support during month-end (last 3 days of the month and first day of the following month).
Compliance & Confidentiality
- Adhere to all security and confidentiality policies, ensuring protection of client and organizational data.
- Follow defined escalation and reporting protocols for incident handling.
- Maintain proper documentation for support activities and incident resolutions.
Key Skills & Competencies
- Strong knowledge of Windows Operating Systems (Windows 10/11).
- Hands-on experience in remote desktop tools and ticketing systems (e.g., ServiceNow, Remedy).
- Familiarity with software installation, patching, antivirus, and encryption tools.
- Basic knowledge of network troubleshooting and printer configuration.
- Excellent communication and customer service skills.
- Ability to handle VIP users with professionalism and urgency.
- Strong analytical, coordination, and multitasking abilities.
Behavioral Competencies
- Customer-focused and proactive approach.
- Strong ownership and accountability.
- Excellent problem-solving and interpersonal skills.
- Ability to work under pressure and in rotational shifts if required.
- Commitment to confidentiality and compliance.
Education & Experience
- Bachelor's degree / Diploma in Computer Science, IT, or related field.
- 25 years of experience in a Technical Service Desk or IT Support role.
- Certifications like MCSA / ITIL Foundation / CompTIA A+ / N+ preferred.
