Service Desk Engineer

Neurealm; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Neurealm in Chennai, India is seeking an IT Support / Help Desk specialist to be the first point of contact for end users, diagnosing and resolving hardware and software issues, and logging incidents in ITSM systems.

The role requires 2-5 years in IT support, strong knowledge of Windows/macOS, AD, M365, and remote tools, with emphasis on customer service and clear communication. Immediate to 15 days joiner preferred.

Qualifications

• 2-5 years of experience in an IT support or help desk environment.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Microsoft 365, and remote support tools.
• Excellent problem-solving and multitasking abilities.
• Strong written and verbal communication skills.
• Customer-service oriented with a positive attitude.

Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues.
• Escalate unresolved issues to the next level of support.
• Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).
• Assist with onboarding/offboarding activities including account provisioning and hardware setup.
• Follow standard procedures and document resolutions in the knowledge base.
• Ensure SLAs and response time targets are met.
• Participate in IT projects and continuous improvement initiatives.

Skills

Windows/macOS knowledge

Active Directory

Microsoft 365

Remote support tools

Customer service orientation

Written and verbal communication

Tools

ServiceNow

Jira

Zendesk

Job description

Key Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues.
• Escalate unresolved issues to the next level of support.
• Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).
• Assist with onboarding/offboarding activities including account provisioning and hardware setup.
• Follow standard procedures and document resolutions in the knowledge base.
• Ensure SLAs and response time targets are met.
• Participate in IT projects and continuous improvement initiatives.

Required Qualifications:

• 2-5 years of experience in an IT support or help desk environment.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Microsoft 365, and remote support tools.
• Excellent problem-solving and multitasking abilities.
• Strong written and verbal communication skills.
• Customer-service oriented with a positive attitude.

Preferred Qualifications:

• Experience with ITIL framework and best practices.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Familiarity with mobile device management (MDM) tools.
• Exposure to cloud platforms (Azure, AWS) is a plus.

Note: Preferred Only **Immediate to 15 days Joiner**