Walk-in || Service Desk Engineer

34 years of experience in IT Service Desk, Technical Support, or End User Support roles.

Key Responsibilities

• Handle incidents, service requests, and queries via phone, email, chat, and ticketing tools. • Troubleshoot Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common enterprise applications. • Manage user accounts, password resets, and access requests through Active Directory and related systems. • Meet SLA targets for ticket response and resolution. • Perform ticket categorization, prioritization, escalation, and documentation. • Provide remote support to global users. • Create and maintain knowledge base articles. • Coordinate with infrastructure, network, and application teams for issue resolution.

Required Skills

• Strong knowledge of Windows OS and Microsoft 365. • Experience with Active Directory and account management. • Familiarity with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Understanding of ITIL processes (Incident, Request, Problem, and Change Management). • Excellent communication and customer service skills. • Basic networking and VPN troubleshooting knowledge.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field. • ITIL Foundation certification preferred. • Experience supporting global enterprise environments.

Key Competencies

Customer Focus, Problem Solving, Communication Skills, Team Collaboration, Technical Troubleshooting, Time Management, and Ownership