Engineer - Service Desk (SD1)

Microland; Gurugram District; On-site; INR 300,000 - 480,000; Full time

Job summary

Microland is seeking a proactive IT Helpdesk/Support Associate to handle incoming calls, emails, and chats from users, including international locations. You will provide initial troubleshooting, document tickets, and escalate when needed.

The role requires knowledge of Windows OS, MS Office, Outlook, and remote/Desktop support, with SLA-driven ticket closure and ongoing KB contributions. Shift rotation may apply; Any Graduate and strong communication are required.

Qualifications

• Education: Any Graduate (Engineering / Science).
• IT helpdesk or user support experience is preferred.
• Willingness to work in rotating shifts.

Responsibilities

• Handle incoming calls, emails, and chat from users.
• Ability to comprehend end users from international locations over the phone.
• Recording, classifying and prioritizing tickets.
• Providing initial support and troubleshooting based on Knowledge Base articles.
• Contributing to Knowledge Base with new articles.
• Taking a remote of an end users machine if required while troubleshooting.
• Routing requests to the appropriate support groups/ third party suppliers when tickets are not resolved during initial support.
• Monitoring the status and documenting the progress towards resolution of all open tickets.
• Keeping affected users informed about the progress.
• Escalating the process if necessary.
• Resolution confirmation and closure of tickets within the SLA.
• Attend trainings and complete certifications for set competencies.

Skills

End-user support

Remote support

Ticketing

Knowledge base

SLA adherence

Education

Any Graduate (Engineering / Science)

Tools

Windows OS

MS Office

Outlook

Email client

Printer/Scanner

Remote desktop

Job description

Education Qualification : Any Graduate (Engineering / Science)

• Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware
• Tertiary -> Behavioral | Aptitude | Communication | 1 - Aware
• Tertiary -> Behavioral | Aptitude | Information Processing | 1 - Aware

1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
2. Ability to comprehend end users from international locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Contributing to Knowledge Base with new articles
6. Taking a remote of an end users machine if required while troubleshooting
7. Routing requests to the appropriate support groups\\ third party suppliers when tickets are not resolved during initial support
8. Monitoring the status and documenting the progress towards resolution of all open tickets
9. Keeping affected users informed about the progress.
10. Escalating the process if necessary
11. Resolution confirmation and closure of tickets within the SLA
12. Attend trainings and complete certifications for set competencies

Technical Skills

• Ability to differentiate between different type of IT assets
• Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• Understanding of desktop applications and how do they work, installation and uninstallation
• Ability to support users in business applications based on SOP s
• Troubleshooting Desktop/Application remotely
• Ability to carry out Disk management, Disk Encryption, Wireless configuration
• Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• Ability to Install and configure email client, troubleshoot connectivity issues
• Ability to troubleshoot calls for printers and copiers locally and remotely
• Basic Networking (Protocols/OSI Layers/IP address)

Desired Skills

• Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)