International IT Service Desk Analyst

Job Description – Desktop Support Engineer L1 (International Process)

Job Location: Hinjewadi, Pune
Experience Required: 1.5 Years
Process: International IT Support
Shift: Rotational Shifts
Communication: Excellent English Communication

Job Summary

We are looking for an experienced Desktop Support Engineer L1 to provide technical assistance to international customers. The candidate should have hands-on experience in troubleshooting desktop, laptop, hardware, software, and network-related issues, along with excellent English communication skills.

Roles & Responsibilities

• Provide L1 technical support to international clients through calls, emails, and chat.
• Troubleshoot Windows OS, desktop, laptop, and peripheral-related issues.
• Handle basic hardware and software troubleshooting.
• Support installation, configuration, and troubleshooting of Windows applications.
• Troubleshoot Outlook, MS Office 365, and email-related issues.
• Assist users with password resets and account lockout issues.
• Troubleshoot basic LAN, WAN, Wi-Fi, VPN, and connectivity issues.
• Provide remote desktop support using remote assistance tools.
• Create, update, and manage tickets using ITSM tools.
• Escalate complex technical issues to L2/L3 teams.
• Ensure timely resolution of incidents within defined SLAs.

Mandatory Technical Skills

• Windows 10/11 troubleshooting.
• Desktop and laptop hardware troubleshooting.
• Basic knowledge of Active Directory (AD).
• Password reset and account unlock.
• MS Office and Outlook troubleshooting.
• Basic networking: TCP/IP, DNS, DHCP, LAN and Wi-Fi.
• Printer and peripheral troubleshooting.
• Remote desktop support.
• Basic ITIL and ticketing process knowledge.

Required Soft Skills

• Excellent verbal and written English communication.
• Good international customer-handling skills.
• Strong troubleshooting and analytical abilities.
• Good listening and problem-solving skills.
• Professional telephone etiquette.
• Ability to handle international voice support.
• Customer-focused approach and willingness to work in rotational shifts.

Work Location: Hinjewadi, Pune, Maharashtra

Pay: Up to ₹450,000.00 per year

Experience:

• International IT Service Desk: 1 year (Required)
• International Support: 1 year (Required)
• Troubleshooting: 1 year (Required)

Location:

• Hinjewadi, Pune, Maharashtra (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person