Service Desk Engineer

Greetings from Peoplefy !!

Service Desk Engineer

Service Desk Engineer (3 to 7 Years Experience)

Position Summary

Service Desk Engineer

Key Responsibilities

Technical Support & Troubleshooting

• Provide Level 1 & Level 2 technical support for hardware, software, network, and application issues.
  
• Diagnose and resolve incidents related to Windows/Mac OS, Office 365, VPN, mobile devices, and standard business applications.
  
• Handle escalated tickets and ensure timely resolution within SLA targets.
  
• Perform remote troubleshooting using appropriate tools and technologies.
  

Service Desk Operations

• Log, categorize, prioritize, and manage incidents and service requests using ITSM/ITIL-based tools (ServiceNow, JIRA, Fresh service, Remedy, etc.).
  
• Escalate issues to higher-level teams when required, ensuring clear documentation.
  
• Maintain and update knowledge base articles, SOPs, and technical documentation.
  

System & User Management

• Manage user onboarding/offboarding: account creation, permissions, security groups, email setup, etc.
  
• Support Active Directory, Group Policy, and Identity & Access Management processes.
  
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
  

Infrastructure & Security Support

• Assist with network troubleshooting (LAN/WAN, Wi-Fi, DNS, DHCP).
  
• Support endpoint security solutions: antivirus, encryption, patch management.
  
• Follow company security policies and report security-related issues promptly.
  

Customer Service & Communication

• Provide excellent customer service and maintain a high level of professionalism.
  
• Communicate technical issues clearly to non-technical users.
  
• Ensure users are kept informed about issue status and resolution timelines.

Required Skills & Qualifications

• 3 to 7 years of experience

  in technical support or service desk engineering.
• Strong knowledge of Windows OS, macOS, Office 365, Outlook, Teams, VPN, and standard business apps.
  
• Hands-on experience with

  ITSM tools

  (ServiceNow, JIRA, Freshservice, etc.).
• Good understanding of

  Active Directory

  , Azure AD, MFA, basic networking, and security concepts.
• Experience with remote support tools (AnyDesk, TeamViewer, SCCM, Intune, RDP, etc.).
  
• Strong analytical, problem-solving, and communication skills.
  
• Ability to work under pressure and manage multiple priorities.

saurabh.ka@peoplefy.com