Service Desk Engineer

4 hours ago

Navi Mumbai Mumbai India Intertec Systems Full time

Job Description Skills: Active Directory, exchange online, service now, MS 900, AZ 900, teams administration, Microsoft office suites, DHCP/DNS, Job Title : Service Desk Engineer Experience : 3 to 5 years Certification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificates Responsibilities - Serve as the first line of support for end-user technical issues via phone, email, or ticketing system. - Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.). - Assist with user account management in Microsoft 365 (password resets, license assignments, mailbox permissions). - Provide basic support for network connectivity issues (Wi-Fi, VPN, DNS, IP configuration). - Escalate complex issues to appropriate teams while maintaining ownership until resolution. - Document incidents, solutions, and procedures in the knowledge base and ITSM Ticketing tool. - Educate users on best practices and self-service tools. - Monitor and follow up on open tickets to ensure timely resolution and user satisfaction. Mandatory - 3 years of experience in a Service Desk or IT Support role. - Strong knowledge of Microsoft Office 365 suite and admin portal. - Familiarity with Active Directory, Exchange Online, and Teams administration. - Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN). - Experience with ticketing systems (e.g., ServiceNow, Service Desk Plus) - Excellent communication and interpersonal skills. - Ability to multitask and prioritize in a fast-paced environment - Microsoft certifications (e.g., MS-900, MD-102, AZ-900) are a plus

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