Service Desk Engineer_Aziro_Bangalore and Chennai

Position Overview

We are seeking a skilled and customer-focused IT Service Desk / Technical Support Engineer to provide first-line technical support to employees through phone, chat, email, and ServiceNow. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and hands-on experience with IT service management, Microsoft 365, Windows/macOS, identity and access management, and endpoint support.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, chat, email, and ServiceNow.
• Log, categorize, prioritize, and manage incidents and service requests in ServiceNow.
• Accurately document issue details, troubleshooting steps, resolutions, and user communication.
• Troubleshoot and resolve common issues related to:
• Windows and macOS operating systems
• Microsoft 365 applications, including Outlook, Teams, and SharePoint
• VPN and basic network connectivity
• MFA and authentication
• Printers and peripheral devices
• Mobile device access
• Perform account and access management activities, including:
• Password resets
• Account provisioning and deprovisioning
• Group membership and access requests
• User administration through Okta and Active Directory
• Support hardware lifecycle activities, including:
• Laptop imaging and deployment
• Asset tagging and inventory
• Equipment allocation and returns
• New-hire, transfer, and offboarding support
• Escalate unresolved or complex technical issues to Tier 2/3 teams or appropriate subject-matter experts with complete and accurate handoff notes.
• Meet or exceed defined SLA, response-time, resolution-time, and CSAT targets.
• Create, maintain, and update internal IT knowledge-base articles and troubleshooting documentation.
• Support employee onboarding and offboarding activities.
• Provide basic support for conference room, AV, and collaboration technologies.
• Perform basic network troubleshooting involving DNS, DHCP, VPN, and connectivity issues.
• Identify recurring incidents and technical trends and escalate them to leadership for root-cause analysis and process improvement.
• Provide professional, patient, and customer-focused technical support in a fast-paced environment.

Required Qualifications

• Experience in a Help Desk, Service Desk, IT Support, or Technical Support role. Relevant internships may also be considered.
• Working knowledge of Windows and macOS operating systems.
• Hands-on knowledge of Microsoft 365 applications, including Outlook, Teams, and SharePoint.
• Basic understanding of networking concepts such as:
• DNS
• DHCP
• VPN
• Network connectivity troubleshooting
• Strong customer service orientation with excellent written and verbal communication skills.
• Ability to manage multiple tickets and competing priorities while meeting established SLA targets.
• Basic understanding of ITIL concepts, including Incident Management, Problem Management, and Request Management.
• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.