Technical Service Desk EngineerSMARTWORK IT SERVICES • Chennai
Technical Service Desk Engineer
SMARTWORK IT SERVICES • Chennai
10 days ago
Job descriptionPerform desktop / laptop patch updates using available tools or manually where required. Manage Windows patching, antivirus, and encryption updates. Support installation and maintenance of layered software (e.g., MS Office, business applications). Maintain and update systems to ensure compliance and optimal performance. Coordinate and log OEM calls for hardware-related incidents, ensuring timely resolution. Configure and support printers, providing users access to MPS or MFD devices for uninterrupted operations. Provide technical coordination for office movements, system rollouts, or setup changes. Assist in environment refresh activities and collaborate with infrastructure teams when required. Provide extended hour support during month-end (last 3 days of the month and first day of the following month). Adhere to all security and confidentiality policies, ensuring protection of client and organizational data. Follow defined escalation and reporting protocols for incident handling. Maintain proper documentation for support activities and incident resolutions. Strong knowledge of Windows Operating Systems (Windows 10 / 11). Hands-on experience in remote desktop tools and ticketing systems (e.g., ServiceNow, Remedy). Familiarity with software installation, patching, antivirus, and encryption tools. Basic knowledge of network troubleshooting and printer configuration. Excellent communication and customer service skills. Ability to handle VIP users with professionalism and urgency. Strong analytical, coordination, and multitasking abilities. Customer-focused and proactive approach. Strong ownership and accountability. Excellent problem-solving and interpersonal skills. Ability to work under pressure and in rotational shifts if required. Commitment to confidentiality and compliance. Bachelors degree / Diploma in Computer Science, IT, or related field. 25 years of experience in a Technical Service Desk or IT Support role. Certifications like MCSA / ITIL Foundation / CompTIA A+ / N+ preferred.
Description :
Job Title : Technical Service Desk Engineer
Experience Required : 2 5 Years
Location : Chennai
Job Purpose / Summary :
The Technical Service Desk Engineer will be responsible for providing remote technical support to end-users for hardware, software, and application issues.
This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to handle critical support cases efficiently, including VIP and executive users.
Key Responsibilities :
Incident Management & Remote Support :
- Provide remote assistance to end-users via phone or remote access tools to resolve OS and application-related issues.
- Handle software break-fix support for standard and specialized business applications.
- Perform installation, uninstallation, and configuration of supported software as required.
- Manage incident and service request (SR) coordination and closure within defined SLAs.
- Provide VIP / Executive user support, ensuring prioritized and timely resolution.
- Maintain user satisfaction by collecting CSAT feedback for all attempted and resolved tickets.
System & Software Maintenance :
Peripheral & Environment Support :
Compliance & Confidentiality :
Key Skills & Competencies :
Behavioral Competencies :
Education & Experience :
(ref : hirist.tech)
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Service Desk Engineer • Chennai
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