Service Desk Engineer

Overview

The Service Desk Engineer provides remote technical support and assistance to end-users across the organization, resolves IT-related issues remotely, supports smooth system operation, and delivers customer service. The role is located in Bangalore and is on-site, with flexibility to work in a 24/7 environment.

What you'll do

• Provide remote technical support and assistance to end-users, addressing basic software and account-related issues such as password troubleshooting, BitLocker recovery, and O365 tools.
• Respond to incoming support requests via phone, email, and chat, ensuring timely and accurate resolution aligned with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users using remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning.
• Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

What you'll need

• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software and Office 365.
• 1-3 years of experience as a Service Desk Engineer or Technical Support.
• Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and technologies.
• Active Directory User Administration.
• Excellent verbal and written communication skills, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multitask and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management practices, such as incident, problem, and change management, using enterprise ticketing systems and tools.
• Flexibility to work in different shifts to provide 24/7 support.

Details

• Location: Bangalore, Karnataka, India.
• Work arrangement: On-site.
• Support environment: 24/7, with different shifts.