Service Desk Engineer

3 weeks ago

Noida, India Awign Expert Full time

Position:   Service Desk Engineer / Technical Support Engineer L2 Working Hours:   24x7 Rotational (WFO) Work Location:   NSEZ Phase 2, Noida Experience:   5yrs to 10yrs   Note:   Must have excellent communication skills. Job Description: Key Responsibilities: •              Provide advanced support to end-users for laptop-related issues, including hardware and software troubleshooting. •              Resolve issues related to Windows operating systems, Office 365 applications, SharePoint, file servers, and printers. •              Handle service desk tickets efficiently, ensuring timely resolution and excellent customer service. •              Communicate effectively with end-users to understand their issues and provide clear and concise guidance. •              Maintain detailed documentation of support activities, resolutions, and updates to the knowledge base. •              Work closely with other IT team members and departments to resolve complex issues and improve overall service delivery. •              Provide guidance and training to end-users to help them resolve common issues and improve their understanding of IT systems. •              Assist with routine maintenance and updates of IT systems and software to ensure optimal performance. •              Escalate complex issues to Level 3 support or other appropriate teams when necessary, ensuring thorough documentation of all steps taken. Technical Skills: •              Proficiency in troubleshooting Windows operating systems. •              In-depth knowledge of Office 365 applications, including Outlook, Word, Excel, and Teams. •              Experience with SharePoint administration and troubleshooting. •              Familiarity with file server management and network printers. Soft Skills: •              Excellent verbal and written communication skills. •              Strong problem-solving skills and attention to detail. •              Ability to work independently and as part of a team. •              Customer-focused with a dedication to providing high-quality service. Preferred Qualifications: •              Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar. •              Experience with ITIL framework and service management best practices. •              Familiarity with remote support tools and techniques

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