Grootan Technologies - Desktop Support Engineer - Ticketing System
Grootan TechnologiesChennai30+ days ago
Job descriptionHandle 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. 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 And Security Support (Basic) : Basic firewall and switch alert reviews (with escalation where required). Security policy application (MFA, conditional access, AV alerts, patch compliance). 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. 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. Accurately document troubleshooting steps, resolutions, and any changes made. Follow change management processes where applicable. Contribute to and maintain internal and client-facing documentation. 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.
Job Description :
- 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 :
Systems And Applications Support :
Server Support (Basic) :
Customer Interaction :
Documentation And Process Adherence :
Requirements :
(ref : hirist.tech)
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Desktop Support Engineer • Chennai
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