Service Desk Engineer

Job Summary

The Remote Support Engineer is responsible for providing technical assistance and troubleshooting support to end users remotely for hardware, software, network, and application-related issues. The role ensures timely resolution of incidents and service requests while maintaining high customer satisfaction and adherence to SLA commitments.

Key Roles & Responsibilities

• Provide remote technical support to users via phone, email, chat, and remote desktop tools.
• Troubleshoot desktop, laptop, printer, VPN, network, and application-related issues.
• Handle incidents and service requests through ticketing tools such as ServiceNow, Remedy, or Jira.
• Perform software installation, configuration, and troubleshooting.
• Support Microsoft Windows OS, Office 365, Outlook, Teams, and collaboration tools.
• Manage user accounts, password resets, and access-related issues through Active Directory.
• Coordinate with L2/L3 teams for issue escalation and resolution.
• Ensure SLA adherence and proper ticket documentation.
• Support antivirus, patch management, and endpoint security compliance.
• Provide basic network troubleshooting including LAN/WAN, Wi-Fi, and VPN connectivity.
• Maintain knowledge base articles and standard operating procedures.
• Assist users during system upgrades, migrations, and onboarding activities.
• Monitor recurring issues and suggest process improvements.

Technical Skills

• Windows 10/11 support
• Office 365 & Outlook troubleshooting
• Active Directory & user administration
• VPN & remote connectivity support
• Remote tools: AnyDesk, TeamViewer, Bomgar, SCCM, Intune
• Basic networking knowledge
• ITSM/Ticketing tools knowledge

Soft Skills

• Good communication and customer handling skills
• Problem-solving and analytical abilities
• Ability to work in rotational shifts
• Team collaboration and coordination
• Documentation and reporting skills

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or related field
• 1–4 years of experience in IT Service Desk / Remote Support
• Certifications preferred:
• ITIL Foundation
• Microsoft Certifications

Pay: ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person