Service Desk Engineer

Job Description

Position :   Service Desk Engineer / Technical Support Engineer L2

Working Hours :   24x7 Rotational (WFO)

Work Location :   NSEZ Phase 2, Noida

Experience :   5yrs to 10yrs

Note :   Must have excellent communication skills.

Job Description :

Key Responsibilities :

• Provide advanced support to end-users for laptop-related issues, including hardware and software troubleshooting.
• Resolve issues related to Windows operating systems, Office 365 applications, SharePoint, file servers, and printers.
• Handle service desk tickets efficiently, ensuring timely resolution and excellent customer service.
• Communicate effectively with end-users to understand their issues and provide clear and concise guidance.
• Maintain detailed documentation of support activities, resolutions, and updates to the knowledge base.
• Work closely with other IT team members and departments to resolve complex issues and improve overall service delivery.
• Provide guidance and training to end-users to help them resolve common issues and improve their understanding of IT systems.
• Assist with routine maintenance and updates of IT systems and software to ensure optimal performance.
• Escalate complex issues to Level 3 support or other appropriate teams when necessary, ensuring thorough documentation of all steps taken.

Technical Skills :

Soft Skills :

Preferred Qualifications :

Requirements

Troubleshooting Windows operating systems, Office 365 applications, including Outlook, Word, Excel, and Teams. SharePoint administration and troubleshooting. File server management and network printers.