Support Engineer - IT Service Desk

DAZN; Telangana; On-site; INR 500,000 - 750,000; Full time

Job summary

DAZN is seeking an IT Service Desk Support Engineer to join the Technology Operations team in Hyderabad. The role requires 3–4 years of IT Service Desk experience, strong Windows and MacOS troubleshooting, and the ability to create PowerBI reports, manage ITSM tickets, and support various IT projects.

You will onboard/offboard staff, provide remote support, and work closely with the Service Desk lead to improve processes.

Qualifications

• 3–4 years IT Service Desk / End User Services experience.
• Bachelor's degree in IT or CS.
• Strong English communication skills.

Responsibilities

• Provide first-line technical support to end users for Windows and MacOS.
• Manage and resolve incidents with minimal business disruption.
• Handle IT Service Desk queue with remote support.
• Onboard new starters and offboard leavers.
• Track all demand on the ITSM platform.
• Collaborate with Service Desk team lead on processes and requirements.
• Create and maintain knowledge articles.
• Collaborate with wider Service Desk on projects.

Skills

Incident management

Windows

MacOS

End user support

Communication skills

PowerBI

Remote support

Education

Bachelor's degree in information technology, computer science or related field

Tools

PowerBI

Entra ID (Azure AD)

Job description

Support Engineer - IT Service Desk

Department: 61-688 - Technology Operations - IT Operations

Employment Type: Permanent - Full Time

Location: India - Hyderabad

Reporting To: Mirza Baig

Description

We are seeking a skilled and motivated IT Service Desk Support Engineer to join our dynamic IT support team. The candidate must have minimum 3 to 4 years of experience in the role and will have a strong background in systems administration, incident management, and providing exceptional support to end users. Additionally, you will be responsible for creating operating procedures, developing reports in PowerBI, and managing tickets using ITSM tool. The role also involves participating in and managing various IT projects.

Key Responsibilities

• Provide first-line technical support to end users, addressing issues related to Windows and MacOS operating systems.
• Manage and resolve incidents efficiently, ensuring minimal disruption to business operations.
• Handle the IT Service Desk queue, providing remote support to staff reporting issues or requesting assistance.
• Onboard new starters and offboard leavers, ensuring all IT-related processes are completed smoothly.
• Track all demand, including requests and issues, on the ITSM platform.
• Work closely with the Service Desk team lead to stay updated on all processes and support any business requirements.
• Create and maintain knowledge articles, ensuring they are up to date.
• Collaborate effectively with the wider Service Desk team on project deliverables.

Skills, Knowledge & Expertise

• Bachelor's degree in information technology, computer science or related field.
• 2 years' experience working in IT Service Desk / End User Services roles.
• Strong English verbal and written communication skills, with the ability to interact effectively with employees at the IT Service Desk, remotely, chats, tickets or via email.
• Knowledge of Windows and MacOS operating systems and troubleshooting techniques.
• Foundational knowledge of the Microsoft suite of products, including Entra ID (Azure AD).
• Willingness to learn and upskill continuously.