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UST
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Desktop support Engineer

Desktop support Engineer

UST

0 years

0 Lacs

Trivandrum Kerala India

Posted:2 days ago| Platform:

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Skills Required

support service servicenow software troubleshooting network technology macos communication certifications azure certification

Work Mode

Remote

Job Type

Full Time

Job Description

Role Description

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

Skills

Desktop Support, Remote Troubleshooting, Network Troubleshooting

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