This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Engineer based in India.
This role offers the opportunity to support a diverse user base by maintaining reliable IT systems and resolving technical issues efficiently. As a Service Desk Engineer, you will handle complex support requests, troubleshoot hardware and software problems, and manage high-priority incidents. You will play an important role in maintaining user productivity and system availability through effective remote support. Working with internal teams, external resources, and vendors, you will ensure issues are resolved within established service-level agreements. The position covers desktop and laptop environments, peripherals, mobile devices, user accounts, and basic server support. This is a full-time remote opportunity suited to a customer-focused IT professional who can manage multiple requests in a fast-paced support environment.
Accountabilities
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Identify, investigate, and resolve complex technical issues reported by users, including system requests and high-priority support tickets.
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Provide remote technical assistance to maintain user productivity and system uptime.
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Manage multiple customer accounts, tickets, and user requests while prioritizing work according to service-level agreements (SLAs).
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Configure, install, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and other authorized peripherals.
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Upgrade, support, and troubleshoot Windows 10, Microsoft Office 2016, and other approved desktop applications.
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Set up and troubleshoot domains, user accounts, software accounts, user profiles, and access policies.
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Perform preventive maintenance and remedial repairs on computers, laptops, printers, and related equipment.
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Diagnose basic network and server-related incidents, understand the existing IT infrastructure, and initiate system or server updates when required.
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Coordinate with external resources and vendors to ensure effective and timely issue resolution.
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Evaluate new product versions and recommend appropriate upgrade schedules.
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Support the development and implementation of new IT projects and hardware installations.
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Ensure that hardware and software configurations comply with customer requirements and applicable license agreements.
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Graduate or postgraduate qualification in Commerce, with a minimum of 15 years of formal education.
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2–3 years of relevant professional work experience.
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Practical knowledge of desktop and laptop troubleshooting, with a basic understanding of networking concepts.
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Experience upgrading, supporting, and troubleshooting Windows 10, Microsoft Office 2016, printers, computer hardware, and authorized desktop applications.
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Familiarity with remote access systems and remote troubleshooting procedures.
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Basic understanding of server environments and the ability to diagnose common server-related issues.
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Experience managing IT support tickets using a ticketing platform, such as ServiceFirst or a similar tool.
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Ability to configure and maintain user accounts, profiles, and policies.
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Strong customer support and communication skills, with a customer-focused approach to problem-solving.
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Excellent prioritization and multitasking abilities, with the capacity to manage multiple tickets and meet SLA deadlines.
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Ability to think quickly, take ownership of technical issues, and coordinate with relevant teams or vendors when needed.
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Remote work: The position is designated as remote.
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Inclusive workplace: A professional environment committed to respecting and supporting individuals from diverse backgrounds.
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People-focused culture: An organizational emphasis on employees, customers, and collaboration.