Administrator - Service Desk (SD1)

As a Technical Support Engineer based in Noida, India, your role will involve: - Handling incoming calls, emails, and chats from users, including international locations, and being prepared for rotational shifts if required. - Recording, classifying, and prioritizing tickets efficiently. - Providing initial support and troubleshooting using Knowledge Base articles. - Contributing valuable insights to the Knowledge Base by creating new articles. - Taking remote access to end-users" machines whenever necessary for troubleshooting purposes. - Ensuring requests are directed to the appropriate support groups or third-party suppliers if tickets are unresolved initially. - Monitoring and documenting the progress of all open tickets towards resolution. - Keeping affected users updated on the progress of their issues. - Escalating processes when required and confirming resolutions within SLA timelines. - Actively participating in trainings and obtaining certifications for designated competencies. Qualifications required for this role include: - Graduation in Engineering or Science field. - Proficiency in technology, end-user issues, and various applications including Printer, Scanner, Outlook, MS Office, etc. - Strong behavioral skills including aptitude and communication. - Sound knowledge in information processing. Your technical skills should encompass: - Ability to differentiate between various IT assets. - Basic troubleshooting on different Windows OS versions like XP, 7, 10, and 11. - Understanding desktop applications, their functionality, installation, and uninstallation processes. - Supporting users in business applications as per Standard Operating Procedures (SOPs). - Troubleshooting desktop and applications remotely. - Managing disk operations, disk encryption, wireless configuration, and checking system utilization. - Installing and configuring email clients and resolving connectivity issues. - Troubleshooting printer and copier-related issues both locally and remotely. Desired skills like domain setup understanding and competence in adding/removing computers to the domain (applicable for MSP and Enterprise setups) would be beneficial for this role. You will be based in Noida, India, and the job was created on 19th November 2025.,