Service Desk Engineer

Neurealm Company; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Neurealm Company in Chennai, India seeks a Level 1 technical support specialist to assist customers via phone, email, chat, and ticketing systems. You will log, categorize, prioritize, and track incidents and service requests, and troubleshoot issues across Windows OS and Microsoft 365 apps.

You will handle password resets, Active Directory/Azure AD administration, onboarding/offboarding, and escalate complex issues to Level 2/3.

Qualifications

• Provide Level 1 technical support via phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Troubleshoot and resolve issues related to Windows operating systems and Microsoft 365 apps.

Responsibilities

• Escalate unresolved issues to Level 2/Level 3 support teams.
• Monitor ticket queues and ensure SLA compliance.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Assist in onboarding and offboarding activities.
• Handle password resets, access requests, and mailbox management.
• Follow ITIL-based Incident, Request, and Problem Management processes.

Tools

Active Directory

Azure AD

Windows OS

Microsoft 365 apps

Outlook

Teams

OneDrive

SharePoint

Job description

Provide Level 1 technical support through phone, email, chat, and ticketing systems.

Log, categorize, prioritize, and track incidents and service requests.

Troubleshoot and resolve issues related to:

Windows operating systems

Microsoft 365 applications

Outlook, Teams, OneDrive, and SharePoint

Printers and peripherals

Basic network connectivity

Perform user account administration in Active Directory and Azure AD.

Support password resets, access requests, and mailbox management.

Escalate unresolved issues to Level 2/Level 3 support teams.

Monitor ticket queues and ensure SLA compliance.

Maintain accurate documentation of incidents, resolutions, and knowledge articles.

Assist in onboarding and offboarding activities.

Follow ITIL-based Incident, Request, and Problem Management processes.