End User Support Specialist
Techmates TechnologiesBengaluru, Republic Of India, IN1 day ago
Job descriptionProven experience in desktop or service desk support within a large enterprise environment. Strong knowledge of Windows and macOS troubleshooting . Experience with Active Directory, user account management, and group policy basics . Familiarity with ITSM / ticketing tools such as ServiceNow, Zendesk, or Jira. Understanding of network fundamentals — IP addressing, DNS, DHCP, and VPN troubleshooting. Experience supporting Microsoft 365, Teams, and Outlook environments. Knowledge of endpoint management tools (e.G., Intune, SCCM) is a plus. Excellent communication, customer service, and problem-solving skills. 2–4 years of hands-on experience in desktop, service desk, or technical support roles. Exposure to IT operations or monitoring tools preferred. Experience in global or large-scale enterprise support environments is an advantage.
About the Role
A global retail technology leader is seeking a Desktop Support Engineer to deliver exceptional end-user and system support across its corporate offices.
This role demands a strong technical foundation, a customer-focused mindset, and the ability to work collaboratively to ensure reliable, secure, and efficient IT operations.
Key Responsibilities
- Act as the first point of contact for any desktop, access, or technology-related issues reported via the Service Desk.
- Serve as the first responder in a 24 / 7 operations centre for system alerts generated by monitoring tools (operations function).
- Accurately capture all details necessary for investigation and diagnosis of technology issues.
- Prioritize incidents based on business impact and urgency, escalating or transferring where necessary.
- Identify widespread or recurring issues and coordinate with senior analysts and relevant teams for timely resolution within SLA.
- Collaborate with colleagues, peers, and senior systems analysts to resolve or escalate incidents and problems efficiently.
- Proactively identify patterns or repetitive tickets and flag them for permanent fixes or workarounds.
- Provide effective, empathetic, and timely support , maintaining professionalism even under pressure.
- Ensure clear and concise communication with users and stakeholders throughout the resolution process.
- Stay current with emerging technologies to improve issue resolution times and enhance user experience.
- Maintain accurate ticket documentation and follow ITIL best practices.
- Demonstrate a self-motivated and adaptable approach to learning and adopting new technologies.
Required Skills
Experience
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End User Support Specialist • Bengaluru, Republic Of India, IN