Service Desk Engineer

Hiring for US based Multinational Company (MNC)

We are looking for a skilled and customer-focused Service Desk Engineer to join our IT support team. The successful candidate will provide first and second-line technical support to internal users and external clients, ensuring timely resolution of IT issues and excellent customer service.

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network-related issues on desktops, laptops, mobile devices, and other IT systems.
• Escalate complex issues to appropriate teams or vendors as necessary, following escalation procedures.
• Monitor and respond to service desk tickets within agreed SLAs.
• Install, configure, and maintain IT hardware and software, including operating systems and business applications.
• Create and update documentation, user guides, and FAQs to assist users and improve knowledge sharing.
• Set up new user accounts, email configurations, and access permissions in line with security policies.
• Participate in IT projects, deployments, and upgrades as needed.
• Maintain asset inventory and ensure accurate record-keeping of hardware and software licenses.
• Provide excellent customer service and follow up with users to ensure complete issue resolution.
• Proficiency in Windows and macOS operating systems.
• Working knowledge of Office 365, Active Directory, and remote desktop tools.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice).