Technical Support Help Desk

We are looking for an experienced Technical Service Desk Engineer with a minimum of 2 years of relevant experience. Interested candidates can apply directly by sending their updated resume to

rekha.srikumar@locuz.com.

Responsibilities

Provide on-call, chat, and email support to employees across global locations (primarily US).

Handle inbound calls, manage emails, tickets, and chat-based queries simultaneously.

Perform incident logging, categorization, prioritization, assignment, coordination, and communication.

Troubleshoot issues related to :

Microsoft Outlook

Applications such as ION, ActiveXperts, WhatsUp Gold / Nagios, Commvault / Veeam Backup Tools

VPN, Network, Digital ID, Voicemail, BitLocker

Act as the primary point of contact for Active Directory (AD) issues including password resets and access management.

Assign user complaints to relevant resolver teams and update details in the helpdesk tool.

Maintain customer support documentation (Call Feedback Reports, Installation Reports, etc.) and ensure timely filing.

Provide 1st line support and troubleshooting for desktops, laptops, printers, and in-house applications.

Ensure all incidents and service requests are managed efficiently in line with ITIL principles.

Coordinate with application and infrastructure support teams for issue resolution.

Handle high-priority incident communication and notifications.

Manage and create Network Drives and Shared Folder Access.

Perform browser, wireless, and OS-level troubleshooting.

Required Qualifications

Technical educational background (Diploma / Graduate in IT or related field).

Required Skills

Strong communication and customer-handling skills.

Proficient in Excel and data handling.

Basic knowledge of troubleshooting hardware / software issues.

Good understanding of internet concepts and MS Office applications.

Experience working with ITSM tools

Ability to work in a 24 / 7 rotational environment.