Service Desk Engineer

Key Responsibilities

• Provide first-level technical support (L1) to end users via phone, email, or chat
• Diagnose and resolve hardware, software, and network issues
• Log, track, and update incidents using ticketing tools (ServiceNow / Remedy / Jira)
• Troubleshoot issues related to:
• Windows OS / basic Linux
• MS Office / O365
• VPN, printers, email issues
• Follow ITIL processes for incident, problem, and request management
• Escalate unresolved issues to L2/L3 teams
• Ensure SLA compliance and customer satisfaction
• Maintain documentation and knowledge base articles

Required Skills

• Strong understanding of desktop troubleshooting
• Good knowledge of:
• Windows OS (Win 10/11)
• MS Outlook, Teams, Office 365
• Basic networking concepts (IP, DNS, DHCP)
• Experience with remote support tools
• Familiarity with ticketing systems

Soft Skills

• Excellent communication skills (mandatory)
• Strong customer handling skills
• Ability to work in rotational shifts
• Problem-solving mindset

Good to Have

• ITIL certification (Foundation)
• Basic knowledge of Active Directory (user creation, password reset)
• Exposure to cloud tools (Azure/O365 Admin basics)