IT Service Desk Engineer

Net Access India; Chennai; In loco; INR 300.000 - 480.000; Tempo pieno

Descrizione del lavoro

Net Access India Limited is hiring for an IT Helpdesk Associate to provide Level 1 support in a 24x7 environment. The role involves incident handling, troubleshooting across Windows, Microsoft 365, VPN, and desktop issues, and collaboration with L2/L3 teams for escalation.

You will work with ITSM tools like ServiceNow or Remedy, maintain high customer satisfaction, and adapt to new technologies while rotating shifts. Minimum 2+ years of experience required.

Competenze

• 2+ years of experience in IT Helpdesk, Service Desk, or Technical Support.
• Strong troubleshooting skills in Windows OS, Microsoft 365, Office 365, VPN, and desktop support.
• Experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar.
• Excellent verbal and written communication skills.
• Willingness to work in 24x7 rotational shifts.

Mansioni

• Provide Level 1 technical support via phone, email, and chat in a 24x7 support environment.
• Record, track, and resolve incidents and service requests through ITSM ticketing tools. Perform initial diagnosis and troubleshooting of hardware, software, desktop, and laptop-related issues.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and other collaboration tools.
• Troubleshoot Office 365 and VPN connectivity issues. Coordinate with L2/L3 support teams for incident escalation and resolution.
• Work with OEM vendors for hardware support, warranty claims, and service coordination.
• Ensure adherence to ITIL processes, service standards, and SLA commitments.
• Manage multiple tickets simultaneously while maintaining high customer satisfaction. Adapt to new technologies, tools, and business processes.

Conoscenze

Windows OS

Microsoft 365

VPN

Desktop support

IT Support

Strumenti

ServiceNow

Remedy

Jira Service Management

Descrizione del lavoro

Role & responsibilities

• Provide Level 1 technical support via phone, email, and chat in a 24x7 support environment.
• Record, track, and resolve incidents and service requests through ITSM ticketing tools. Perform initial diagnosis and troubleshooting of hardware, software, desktop, and laptop-related issues.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and other collaboration tools.
• Troubleshoot Office 365 and VPN connectivity issues. Coordinate with L2/L3 support teams for incident escalation and resolution.
• Work with OEM vendors for hardware support, warranty claims, and service coordination.
• Ensure adherence to ITIL processes, service standards, and SLA commitments.
• Manage multiple tickets simultaneously while maintaining high customer satisfaction. Adapt to new technologies, tools, and business processes.
• Required Skills Minimum 2+ years of experience in IT Helpdesk, Service Desk, or Technical Support.
• Strong troubleshooting skills in Windows OS, Microsoft 365, Office 365, VPN, and desktop support.
• Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar.
• Excellent verbal and written communication skills.
• Strong customer service orientation and active listening skills.
• Ability to explain technical concepts to non-technical users.
• Willingness to work in 24x7 rotational shifts.
• Experience in supporting global/international clients will be an added advantage