IT Help-desk Support Engineer-Hyderabad, 1-4 yrs

You will be responsible for the day-to-day operations, managing escalations, and working closely with Client Service Engineers to improve our services.

Principle duties and responsibilities

• Monitor ServiceNow ticket queue (ISD) and / or Slack IT Channel
• Gather and document information from reporter in a ServiceNow ISD ticket
• Access requests
• AD permission
• Account
• Groups
• Global Protect VPN support.
• Other Tier 1 support
• Manage and troubleshoot accounts and access via Active Directory.
• Troubleshoot macOS, Windows, and Linux endpoint issues, including application and OS level issues
• Troubleshoot network connectivity issues
• Responsible for providing phone, chat and email-based technical support
• Responsible for user satisfaction through effective handling of user problems.
• Ensure proper escalation procedures are followed. Performs assigned functions according to standardized policies and procedures.

Knowledge, Skills and Abilities

• Working knowledge of Windows OS and Mac OS
• Working knowledge of PC architecture/technology
• Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines
• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Organizational, Analytical & Cognitive skills
• Excellent telephone and customer handling skills
• Ability to deal professionally with irate customers
• Ability to learn new products and technologies
• Excellent communication skills
• Good customer service skills, multitasking and leadership skills
• Ability to adjust quickly to the changing priorities and make quick decisions with limited information

Primary Qualification

• BA/BS/Btech degree or equivalent practical experience
• Minimum 1- 3 years of IT Helpdesk support experience or in a similar role
• Excellent verbal and written communication skills.
• Experience with Active Directory, Google Workspace products, or similar platforms.
• Basic networking knowledge and troubleshooting skills (VPN, DHCP, DNS).
• Experience with macOS, Windows, and Linux troubleshooting in an enterprise environment.
• Technical troubleshooting - Should be able to troubleshoot issues related to hardware & software issues.
• Experience with ServiceNow or similar ticketing and knowledge management apps preferred.
• Excellent critical thinking, problem solving, and prioritization skills.

Location: Hyderabad

Mode of working: Work from office

** Immediate joiners are preferred.

Interested candidates , please share the updated resumes to krithiga.meenakshisundaram@movate.com

regards,

Krithiga- TA Team