Technical Service Desk Engineer
4 weeks ago
Description : Job Title : Technical Service Desk EngineerExperience Required : 2 5 YearsLocation : ChennaiJob Purpose / Summary : The Technical Service Desk Engineer will be responsible for providing remote technical support to end-users for hardware, software, and application issues.This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to handle critical support cases efficiently, including VIP and executive users.Key Responsibilities : Incident Management & Remote Support : - Provide remote assistance to end-users via phone or remote access tools to resolve OS and application-related issues.- Handle software break-fix support for standard and specialized business applications.- Perform installation, uninstallation, and configuration of supported software as required.- Manage incident and service request (SR) coordination and closure within defined SLAs.- Provide VIP / Executive user support, ensuring prioritized and timely resolution.- Maintain user satisfaction by collecting CSAT feedback for all attempted and resolved tickets.System & Software Maintenance : - Perform desktop/laptop patch updates using available tools or manually where required.- Manage Windows patching, antivirus, and encryption updates.- Support installation and maintenance of layered software (e.g., MS Office, business applications).- Maintain and update systems to ensure compliance and optimal performance.- Coordinate and log OEM calls for hardware-related incidents, ensuring timely resolution.Peripheral & Environment Support : - Configure and support printers, providing users access to MPS or MFD devices for uninterrupted operations.- Provide technical coordination for office movements, system rollouts, or setup changes.- Assist in environment refresh activities and collaborate with infrastructure teams when required.- Provide extended hour support during month-end (last 3 days of the month and first day of the following month).Compliance & Confidentiality : - Adhere to all security and confidentiality policies, ensuring protection of client and organizational data.- Follow defined escalation and reporting protocols for incident handling.- Maintain proper documentation for support activities and incident resolutions.Key Skills & Competencies : - Strong knowledge of Windows Operating Systems (Windows 10/11).- Hands-on experience in remote desktop tools and ticketing systems (e.g., ServiceNow, Remedy).- Familiarity with software installation, patching, antivirus, and encryption tools.- Basic knowledge of network troubleshooting and printer configuration.- Excellent communication and customer service skills.- Ability to handle VIP users with professionalism and urgency.- Strong analytical, coordination, and multitasking abilities.Behavioral Competencies : - Customer-focused and proactive approach.- Strong ownership and accountability.- Excellent problem-solving and interpersonal skills.- Ability to work under pressure and in rotational shifts if required.- Commitment to confidentiality and compliance.Education & Experience : - Bachelors degree / Diploma in Computer Science, IT, or related field.- 25 years of experience in a Technical Service Desk or IT Support role.- Certifications like MCSA / ITIL Foundation / CompTIA A+ / N+ preferred. (ref:hirist.tech)
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