Service Desk Engineer

VDA Infosolutions; Navi Mumbai; On-site; INR 223,000 - 268,000; Full time

Job summary

VDA Infosolutions invites applications for a Service Desk Engineer (SDE) in Navi Mumbai. You will support end-users, troubleshoot desktops, laptops, and printers, and handle remote access via RDP and VPN tools.

The role requires 1+ year of international technical support experience and a relevant diploma or degree. You will work with ITSM processes, incident management, and SLA-driven service delivery, using tools like ManageEngine ServiceDesk and Endpoint Central.

Qualifications

• Diploma or degree in IT/related field.
• Minimum 1+ year in international technical support.
• Experience in end-user computing and ITSM processes.

Responsibilities

• Provide technical end-user support for desktops, laptops, and printers.
• Troubleshoot VPN and remote access (RDP, Citrix, VMware) and resolve issues.
• Manage incidents, service requests, assets, and escalations in ServiceDesk.
• Ensure SLA-driven service delivery and incident resolution.

Skills

End-user support

Windows troubleshooting

RDP & VPN support

ManageEngine ServiceDesk

Desktops & printers

SLA adherence

Education

Diploma or Degree

Tools

Cisco AnyConnect

Cisco ISE

ManageEngine Endpoint Central

ManageEngine ServiceDesk

Job description

Job Details:

• Position: Service Desk Engineer (SDE)
• Location: Airoli, Navi Mumbai
• Qualification: Any Diploma / Degree
• Experience: Minimum 1+ year in International Technical Support
• Salary: Up to 22,000 (In Hand)
• Open Positions: 5 (Male)
• Benefits: As per company norms

Professional Summary

Experienced IT Support Engineer with expertise in End User Computing (EUC), Desktop Support, and IT Service Management. Proficient in providing technical support for desktops, laptops, Macs, thin clients, virtual desktops, printers, network devices, and enterprise applications. Skilled in troubleshooting Windows environments, remote support using RDP, Citrix, and VMware, incident management, and SLA-driven service delivery. Hands-on experience with endpoint security, patch management, VPN support, and enterprise endpoint administration using ManageEngine tools.

Core Skills

• End-user support for desktops, laptops, Macs, thin clients, printers, and network devices.
• Endpoint security, DLP, antivirus, OS patching, compliance, and vulnerability management.
• Remote troubleshooting using RDP, Citrix Workspace, and VMware Horizon.
• VPN configuration and support using Cisco AnyConnect; network access troubleshooting with Cisco ISE.
• Strong knowledge of DHCP, DORA process, APIPA, TCP/IP, DNS, and basic networking.
• Incident, service request, asset, and escalation management using ManageEngine ServiceDesk.
• Endpoint administration using ManageEngine Endpoint Central for software deployment, patch management, remote troubleshooting, and inventory management.
• Basic administration and troubleshooting of IIS, SQL Server, print servers, device migrations, and security audit support.
• Strong analytical, troubleshooting, communication, documentation, and customer service skills with a proven ability to meet SLA and business requirements.