It Service Desk Engineer

Aforeserve; Navi Mumbai; In loco; INR 350.000 - 520.000; Tempo pieno

Descrizione del lavoro

Aforeserve is seeking an experienced IT Service Desk Engineer to join our team in Navi Mumbai. The role focuses on providing L1/L2 technical support, handling user issues, and ensuring timely incident resolution within defined SLAs.

The candidate will troubleshoot Windows 10/11, configure Outlook/Office 365, and manage Active Directory tasks while logging and tracking incidents in ServiceNow, BMC Remedy, or ManageEngine. Remote support and strong communication are essential.

Competenze

• 4+ years of IT support and service desk experience.
• Experience handling L1/L2 incidents and resolving within defined SLAs.

Mansioni

• Provide technical support to end users via calls, emails, remote support, and ticketing tools.
• Handle IT incidents and service requests within SLA timelines.
• Troubleshoot Windows 10/11, desktop, laptop, and application issues.
• Configure and troubleshoot MS Outlook and Office 365 applications.
• Perform Active Directory tasks: user creation, password resets, account unlocking.
• Troubleshoot VPN, LAN/WAN, Wi-Fi, and network issues.
• Provide remote desktop support to resolve technical problems.
• Install, configure, and troubleshoot hardware, software, printers, and peripherals.
• Log, update, monitor, and close tickets using ticketing tools such as ServiceNow, BMC Remedy, ManageEngine.
• Escalate unresolved issues to L2/L3 teams.
• Maintain documentation of incidents and resolutions.
• Ensure customer satisfaction through effective communication.

Conoscenze

Technical support

IT service desk

L1/L2 support

Remote support

Strumenti

ServiceNow

BMC Remedy

ManageEngine

Outlook/Office 365

Active Directory

Descrizione del lavoro

Job Summary

We are looking for an experienced IT Service Desk Engineer with a minimum of 4 years of experience in IT support and service desk operations. The candidate will be responsible for providing L1/L2 technical support, handling user issues, managing service requests, troubleshooting hardware and software problems, and ensuring timely resolution of incidents within defined SLAs.

Key Responsibilities

1. Provide technical support to end users through calls, emails, remote support and ticketing tools.
2. Handle IT incidents, service requests and user queries within defined SLA timelines.
3. Troubleshoot Windows 10/11 operating system, desktop, laptop and application-related issues.
4. Configure and troubleshoot MS Outlook, Office 365 and Microsoft 365 applications.
5. Perform Active Directory activities, including user creation, password resets, account unlocking and access management.
6. Troubleshoot VPN connectivity, LAN/WAN, Wi-Fi and network-related issues.
7. Provide remote desktop support and assist users in resolving technical problems.
8. Install, configure and troubleshoot hardware, software, printers and peripherals.
9. Log, update, monitor and close tickets using ServiceNow, BMC Remedy, ManageEngine or other ticketing tools.
10. Escalate unresolved technical issues to the appropriate L2/L3 teams.
11. Maintain proper documentation of incidents, resolutions and troubleshooting steps.
12. Ensure customer satisfaction through effective communication and timely issue resolution.