Desktop Support Engineer

1 week ago

Chennai, Tamil Nadu, India Grootan Technologies Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Responsibilities

  • Provide remote IT support to Australian clients, providing and taking ownership of Level technical issues requiring troubleshooting, ensuring high-quality resolution and excellent customer service.
  • Ticket Management and Resolution.
  • Handle Level 1 Tickets.
  • Troubleshoot and resolve Level 1 issues, including Windows and macOS OS-level problems and application-related incidents.
  • Perform root cause analysis for recurring issues and document resolutions in the knowledge base.

Systems And Applications Support

  • Microsoft 365 administration (user management, mailbox troubleshooting, licensing, Teams, SharePoint, and OneDrive issues).
  • Endpoint management and troubleshooting for Windows 10/11 and macOS.
  • Printer, scanner, and peripheral setup/troubleshooting.

Network And Security Support (Basic)

  • Basic firewall and switch alert reviews (with escalation where required).
  • Security policy application (MFA, conditional access, AV alerts, patch compliance).

Server Support (Basic)

  • Monitoring and responding to server alerts.
  • Basic Windows Server user and group administration.
  • Checking and reporting on backup status.
  • Restarting services or servers as per SOPs.
  • Escalating complex server issues to Level 2 and 3 Senior Engineers.

Customer Interaction

  • Directly liaise with end-users via phone, email, Teams, or ticket updates.
  • Provide clear, non-technical explanations when required.
  • Follow SLA timelines for ticket responses and resolutions.

Documentation And Process Adherence

  • Accurately document troubleshooting steps, resolutions, and any changes made.
  • Follow change management processes where applicable.
  • Contribute to and maintain internal and client-facing documentation.

Requirements

  • Minimum 5 years in a Service Desk or Technical Support role (including Level 2 exposure).
  • Strong experience with Microsoft 365 administration.
  • Proficiency in Windows 10/11 troubleshooting; macOS knowledge desirable.

Basic Windows Server Administration Skills

  • Basic networking knowledge (DHCP, DNS, VLANs, firewall concepts).
  • Familiarity with RMM tools and ticketing systems (Autotask preferred).
  • Strong written and verbal English communication skills.
  • Ability to work autonomously while following defined processes.

This job was posted by Thamizh Selvan DK from Grootan Technologies.

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