Service Desk Engineer

2 days ago

Noida, Uttar Pradesh, India Awign Full time ₹ 5,00,000 - ₹ 10,00,000 per year

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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