Service Desk Engineer

Job Title: Service Desk Engineer (L1/L2 Support)

Location: Noida

Rotational Shift

Job Summary:

Service Desk Engineer

Key Responsibilities:

• Provide

  remote and onsite support

  for desktops, laptops, printers, and mobile devices.
• Troubleshoot

  hardware, software, and networking

  issues across Windows, macOS, and other environments.
• Support Microsoft technologies including

  Active Directory, Office 365, Outlook, and Teams

  .
• Handle user account creation, permissions, and password resets.
  
• Respond to incidents and service requests via phone, email, or ticketing systems (e.g., ServiceNow, Jira).
  
• Escalate unresolved issues to higher support tiers (L3 or vendors) when needed.
  
• Ensure SLAs and KPIs are met for timely resolution.
  
• Maintain asset and knowledge documentation.
  
• Provide support for

  VPN, Citrix, remote desktop, and network access issues

  .
• Assist in deployment of patches, updates, and endpoint protection solutions.
  

Required Skills:

• 3-6 years of experience in

  IT Service Desk / Technical Support

• Proficient with

  Windows 10/11

  , Microsoft 365, and troubleshooting tools
• Good understanding of

  Active Directory, Group Policy, and remote desktop tools

• Familiarity with

  ITIL processes

  and incident/change management
• Experience with international customer support is a plus
  
• Strong communication and interpersonal skills
  

Certifications (Preferred):

• ITIL Foundation
  
• Microsoft Certified: Modern Desktop Administrator
  
• CompTIA A+/N+ or equivalent
  

Why Join Us?

• Work in a global environment with cutting-edge technologies
  
• Career growth and learning opportunities