It Service Desk Engineer

Job Description

We are looking for a proactive and customer-focused IT Service Desk Engineer to join our Technology team. The ideal candidate will be responsible for providing technical support, troubleshooting IT issues, and ensuring smooth IT operations in a 24x5 global support environment. This role requires strong technical expertise, excellent communication skills, and the ability to handle critical incidents efficiently.

Position Details

• Designation: IT Service Desk Engineer
• Experience Required: Minimum 4 Years
• Job Type: Full-Time
• Work Environment: 24x5 / Rotational Shifts
• Support Scope: Global IT Support

Key Responsibilities

• Provide technical support for hardware, software, network, and user access-related issues.
• Manage and support users in a 24x5 operational environment.
• Handle P1/P2 incidents and coordinate during critical outages.
• Provide on-call support for business-critical incidents whenever required.
• Troubleshoot issues related to:
• Windows OS
• Laptops & Desktops
• Printers & Peripherals
• Outlook, OneDrive, and Teams
• Support Microsoft 365 administration.
• Manage and support Microsoft Intune and Azure Administration.
• Perform Active Directory administration tasks including:
• User creation/modification
• Password resets
• Access management
• Group policy basics
• Troubleshoot software installation and application-related issues.
• Provide basic troubleshooting support for Zscaler connectivity and access-related issues.
• Monitor ticket queues and ensure SLA compliance.
• Document incidents, service requests, and resolutions in the ticketing system.
• Coordinate with internal teams and vendors for issue resolution and escalations.
• Support users through phone, Teams, and remote support tools.
• Maintain SOPs and knowledge base documentation.
• Ensure high customer satisfaction through timely communication and support.

Desired Candidate Profile

• Degree in IT or relevant technical qualification.
• ITIL Certification preferred.
• Minimum 4 years of experience in a Service Desk / IT Support role.
• Experience supporting global users through remote/call support.
• Strong hands-on experience with:
• Active Directory (AD)
• Azure
• Microsoft 365 (O365)
• VPN
• Virtual Desktop
• Okta
• MFA
• Good understanding of hardware and network troubleshooting.
• Experience with ticketing tools and SLA management.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills in English.
• Ability to work in rotational shifts and pressure situations.
• Customer-focused mindset with excellent service skills.
• Experience with remote support tools.
• Microsoft, ITIL, or Azure certifications will be an added advantage.

More Info

Education