Senior Service Desk Engineer

Greetings from Progressive Tech Serve

Role Name: - Service Desk Engineer

Type of Job: - WFO

No of days working in a week: - 6 days

Shift- rotational shift

Shift Time:
Morning Shift : 6AM to 4PM Afternoon: 1PM to 11PM Night: 8PM to 6 AM. Location- Noida Sector 59, Noida Sector 135, Gurgaon

Address:- Noida - StellarM/S Osprey E commerce pvt ltd, Plot 5&6, Sector-135, Dist Gautam Budh Nagar, NoidaNoda - SEZCandor InfoSpace, Tower 8, Plot No. 20 &21, Sector 135, Noida - 201301, Uttar Pradesh

Service Desk & Remote Support Level 1 / 1.5 Support

Job Title:

Key Responsibilities:

• Provide first-line technical support globally via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to hardware, software, and network connectivity.
• Assist with OKTA MFA setup, password resets, and login-related support.
• Provision access to enterprise applications (e.g., Wi-Fi, shared drives, IBEX, NorthCEE).
• Resolve device-related issues such as system freezes, BitLocker, and driver problems.
• Support enterprise applications including Microsoft Office, VPN, Citrix, web browsers, and Cisco AnyConnect.
• Document incidents and resolutions accurately; contribute to knowledge base updates.
• Consistently meet defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Required Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 24 years of experience in a service desk or technical support environment.
• Proficient in Windows and macOS environments, Office 365, and Active Directory.
• Excellent customer service, communication, and analytical skills.
• ITIL Foundation certification is an advantage.

If interested, please share your updated CV at ekta@progressive.in

call: 9560621796