It Support Engineer

Getronics Solutions India Pvt Ltd; Gurugram District; In loco; INR 420.000 - 800.000; Tempo pieno

Descrizione del lavoro

Getronics Solutions India Pvt Ltd is seeking an IT Engineer Customer Service Operations Analyst to be the first point of contact for end-user IT support. You will provide technical assistance via phone, email, chat and remote support, following ITIL practices and SLAs.

Responsibilities include logging and resolving incidents, managing the ticket queue, and contributing to knowledge base while supporting global customers on rotating shifts from Gurgaon office.

Competenze

• Bachelor's Degree or Diploma in CS/IT/Engineering or equivalent.
• Minimum 2 years of IT Service Desk or Technical Support experience.
• Experience supporting enterprise users preferred.
• Excellent spoken and written English communication.

Mansioni

• Act as first point of contact for IT incidents and service requests.
• Log, categorize, prioritize and update tickets using ITSM platform.
• Provide first-level support for Windows, Microsoft 365, Outlook, AD, VPN, MFA, printers, hardware and enterprise apps.
• Resolve incidents at first contact when possible; escalate to Level 2 as needed.
• Maintain ticket documentation and meet SLA, CSAT, quality, and productivity targets.
• Contribute to Knowledge Base and service improvements.
• Manage ticket queue and assign tickets timely while maintaining quality.
• Participate in service onboarding for new customers/services.
• Utilize ServiceNow and other tools effectively.
• Support global customers with rotating shifts.

Conoscenze

Windows 10/11 support

Microsoft 365

Active Directory

VPN & MFA

Printers & HW basics

ITSM tools (ServiceNow)

Remote support

English communication

Formazione

Bachelor's Degree/Diploma in CS/IT/Engineering

Strumenti

ServiceNow

Microsoft Azure AD basics

Descrizione del lavoro

About Getronics:

Getronics is a global ICT integrator delivering Digital Workplace, Cloud, Network, Security, Field Services and Service Desk solutions to enterprise customers worldwide. The organization is committed to delivering exceptional customer experiences through operational excellence, innovation and skilled professionals.

Position Summary:

The IT Engineer Customer Service Operations Analyst is the first point of contact for end-user IT support. The role provides technical assistance through phone, email, chat and remote support while adhering to ITIL best practices and agreed Service Level Agreements.

Accountabilities

• Act as the first point of contact for IT incidents and service requests.
• Log, categorize, prioritize and update tickets accurately using the ITSM platform.
• Provide first-level support for Windows, Microsoft 365, Outlook, Active Directory, VPN, MFA, printers, hardware and standard enterprise applications.
• Resolve incidents at first contact whenever possible and elevate unresolved issues to Level 2 support teams.
• Maintain complete and accurate ticket documentation.
• Meet SLA, CSAT, quality and productivity targets.
• Contribute to the Knowledge Base and continuous service improvement.
• Manage the ticket queue, assign tickets on time while maintaining the quality standards.
• Participate in service introduction and onboarding of new customer/services.
• Apt use of provided tools and systems i.e. ServiceNow, Digital insights etc.
• Work rotational shifts supporting global customers.

Qualifications & Experience

• Bachelor's Degree/Diploma in Computer Science, Information Technology, Engineering or equivalent.
• Minimum 2 years of IT Service Desk or Technical Support experience.
• Experience supporting enterprise users is preferred.
• Excellent spoken and written English communication.

Preferred Certifications

• ITIL Foundation
• Microsoft Fundamentals
• Cloud Fundamentals

Technical Skills

• Microsoft Windows 10/11 Installation support, basic troubleshooting, user profile issues, and operating system navigation.
• Microsoft 365 (Office 365) Support for Outlook, Teams, Word, Excel, OneDrive, and basic mailbox troubleshooting.
• Active Directory Password resets, account unlocks, user lookup, group membership verification and basic user account administration.
• Microsoft Azure Active Directory (Azure AD / Microsoft Entra ID) Basic user account support, password resets, Multi-Factor Authentication (MFA) assistance, account verification, user synchronization checks, and escalation of advanced identity-related issues.
• VPN Support Assist users with VPN connectivity issues, basic troubleshooting of VPN login failures, profile configuration, connectivity verification, and escalation of network-related issues when required.
• Remote Support Tools Provide remote assistance to end users for troubleshooting and issue resolution.
• Basic Networking Understanding of IP addresses, DNS, Wi-Fi/LAN connectivity, and basic network troubleshooting.
• ITSM Tools (ServiceNow preferred) Log, categorize, prioritize, update, and close incidents and service requests.
• ITIL Fundamentals – Basic understanding of Incident Management, Service Request Management, and SLA compliance.

Working Hours & Location

• Gurgaon: Office Based role
• Singapore, India and UK Business hours