Technical Support Engineer

TeamLease; Hyderabad, Bengaluru; On-site; INR 360,000 - 600,000; Full time

Job summary

TeamLease is looking for a Service Desk Analyst to provide first-line technical support, troubleshoot IT issues, and ensure timely incident resolution. The role covers L1/L2 support across hardware, software, network, VPN, and enterprise apps.

Ideal candidates will have 0.6–2 years’ experience, ITIL/ITSM familiarity, and strong communication skills. Preference for experience in 24x7/rotational shifts and international IT support environments.

Qualifications

• 0.6–2 years of service/help desk experience.
• Experience with ITIL/ITSM practices.
• Experience with ServiceNow or similar ticketing tools.
• Proficiency with Windows OS and Microsoft 365/O365.
• Basic networking and VPN knowledge.
• Strong verbal and written communication.
• Familiar with Incident, Request, Problem and Change Management.

Responsibilities

• Provide L1/L2 technical support to users via phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, network, VPN, and application issues.
• Log, categorize, prioritize, and track incidents in ITSM system.
• Follow SLA guidelines and escalate when needed.
• Perform password resets, account unlocks, and basic access management.
• Support Windows OS, MS Office/O365, Outlook, Teams, and enterprise apps.
• Escalate complex issues to L2/L3 teams.
• Maintain documentation of troubleshooting steps in the knowledge base.
• Provide excellent customer service and communication with users and stakeholders.

Skills

Service Desk

ITIL/ITSM

ServiceNow

Windows OS

Microsoft 365/O365

Networking & VPN

Communication

Incident/Request/Problem/Change Mgmt

Tools

ITSM ticketing tools

Job description

Service Desk Job Description

Job Title: Service Desk Analyst
Experience: 0.6-2 Years

Job Description

We are looking for a Service Desk Analyst to provide first-line technical support to users, troubleshoot IT issues, and ensure timely resolution of incidents and service requests.

Key Responsibilities

1. Provide L1/L2 technical support to end users via phone, email, chat, and ticketing systems.
2. Troubleshoot hardware, software, network, VPN, and application-related issues.
3. Log, categorize, prioritize, and track incidents and service requests in the ITSM/ticketing tool.
4. Follow SLA guidelines and ensure timely resolution or escalation of issues.
5. Perform password resets, account unlocks, and basic access management.
6. Support Windows OS, MS Office/O365, Outlook, Teams, and other enterprise applications.
7. Troubleshoot basic LAN/WAN, Wi‑Fi, VPN, and connectivity issues.
8. Escalate complex or recurring issues to the appropriate L2/L3 support teams.
9. Maintain proper documentation of troubleshooting steps and resolutions in the knowledge base.
10. Provide excellent customer service and communication while handling users and stakeholders.

Mandatory Skills

• Service Desk / Help Desk / Technical Support
• ITIL / ITSM
• ServiceNow or other ticketing tools
• Windows & Microsoft 365/O365
• Basic Networking & VPN
• Strong verbal and written communication
• Incident, Request, Problem & Change Management

Preferred: Experience working in 24x7/rotational shifts and an international IT support environment.