Desktop support Engineer

2 - 3 Years
1 Opening
Trivandrum

• Take full ownership of user-reported issues, ensuring resolution within agreed service level agreements (SLAs).

• Efficiently prioritize and manage multiple active support requests.

• Troubleshoot technical issues by asking relevant questions and identifying root causes.

• Escalate unresolved or complex problems to appropriate internal teams or the Service Manager, following standard procedures.

• Provide timely and accurate updates to users throughout the support lifecycle.

• Follow up post-resolution to confirm systems are fully functional.

• Accurately log all support activities and issue details in ServiceNow.

• Install, configure, and troubleshoot software and applications on end-user systems.

• Perform initial troubleshooting for network and proxy-related issues.

• Document technical solutions and procedures in knowledge bases or manuals.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Solid understanding of:

  • Windows OS and macOS

  • Office 365 and other Microsoft applications

  • Remote desktop support tools

  • Basic network troubleshooting

• Hands-on experience with IT ticketing systems, particularly ServiceNow.

• Strong verbal and written communication skills.

Preferred Certifications (Added Advantage)

• CCNA

• MCSA

• Microsoft Azure certification

Desktop Support, Remote Troubleshooting, Network Troubleshooting