IT Support Engineer - Service Desk Engineer

Job Description:

IT Support Engineer – ServiceDesk Engineer

• Excellent communication skills,
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Must be an expert with common Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities
• Answer incoming calls and respond to customer's emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors or System Admins as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support the user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.
• Installing and maintaining hardware and computer peripherals.
• Sharing file/folder and printers.
• Ability to solve complex hardware and software issues.
• Troubleshooting basic networking and connection issues.
• Good understanding of network equipment, including switches, routers, and firewalls.
• Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP
• Good knowledge of Helpdesk and Ticketing systems.
• Handled Tickets through professional IT Service Management solution.
• Raise ticket with OEM for faulty asset replacement.
• Must have experience with process-oriented user onboarding & offboarding requests.
• Must be familiar with concepts of SLA's & work to ensure all SLA's are met. 

Qualifications:

• Education: Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Experience: 10 + years of experience in IT engineering, IT Support or System Engineering role. 

Technical Skills:

• Proficiency in supporting Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities.
• Strong understanding of M365 & Entra ID, along with MS Intune
• Strong troubleshooting skills to support Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Experience with support File & Printer Sharing related scenarios.
• Must have strong experience using troubleshooting tools like (Ping, Telnet, TraceRt)
• Must have experience with deployment tools like Intune, SCCM or other 3^rd party management tools.
• Experience with troubleshooting network related issues with local connectivity, Wi-Fi connectivity, VPN connectivity.
• Strong understanding of Domain related environments & must understand how domain membership works where machines are Domian Joined, Cloud Joined or Hybrid Entra ID Joined
• Problem-Solving: Excellent diagnosis, analytical and troubleshooting skills with a proactive approach to identifying and resolving issues.

Working Conditions:

• Full-time position with occasional after-hours support for critical issues or scheduled maintenance.
• Work timings will be shift based in a fast-paced 24x7 support environment.

Must Have Skills & Certifications

Skills: Office Desktop Software/Application/Tools including Microsoft Windows Desktop operating systems, Office 365, Emailing, Antivirus and securities, Microsoft 365, MS Intune, AD, DNS, DHCP, TCP, VPN, File & Printer Sharing, Troubleshooting tools (Ping, TraceRt, Telnet etc), User Onboarding & offboarding, Knowledge of ITSM systems

Certifications: MCSA/MCSE, ITIL 

Good to Have Skills & Certifications

Skills: Windows Servers, Cloud (Azure, AWS, GCP), Citrix, SCCM

Certifications: CCNA, CCNP, MCTIP, CompTIA Networking +