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Swits Digital
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Technical Service Desk Engineer

Technical Service Desk Engineer

Swits Digital

2 - 5 years

4 - 7 Lacs

chennai

Posted:-1 days ago| Platform:

Apply

Skills Required

computer science ticketing analytical incident management antivirus customer service windows ms office remote support technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Technical Service Desk Engineer

Experience Required:

2 5 Years

Location:

Chennai

Job Purpose / Summary:

The

Technical Service Desk Engineer

will be responsible for providing remote technical support to end-users for hardware, software, and application issues. This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to handle critical support cases efficiently, including VIP and executive users.

Key Responsibilities:

Incident Management Remote Support

Provide
remote assistance
to end-users via phone or remote access tools to resolve
OS and application-related issues
.
Handle
software break-fix
support for standard and specialized business applications.
Perform
installation, uninstallation, and configuration
of supported software as required.
Manage
incident and service request (SR) coordination and closure
within defined SLAs.
Provide
VIP / Executive user support
, ensuring prioritized and timely resolution.
Maintain user satisfaction by collecting
CSAT feedback
for all attempted and resolved tickets.

System Software Maintenance

Perform
desktop/laptop patch updates
using available tools or manually where required.
Manage
Windows patching, antivirus, and encryption updates
.
Support installation and maintenance of
layered software
(e.g., MS Office, business applications).
Maintain and update systems to ensure compliance and optimal performance.
Coordinate and log
OEM calls for hardware-related incidents
, ensuring timely resolution.

Peripheral Environment Support

Configure and support
printers
, providing users access to
MPS or MFD devices
for uninterrupted operations.
Provide
technical coordination
for office movements, system rollouts, or setup changes.
Assist in
environment refresh activities
and collaborate with infrastructure teams when required.
Provide
extended hour support
during month-end (last 3 days of the month and first day of the following month).

Compliance Confidentiality

Adhere to all
security and confidentiality policies
, ensuring protection of client and organizational data.
Follow
defined escalation and reporting protocols
for incident handling.
Maintain proper
documentation
for support activities and incident resolutions.

Key Skills Competencies:

Strong knowledge of
Windows Operating Systems
(Windows 10/11).
Hands-on experience in
remote desktop tools
and
ticketing systems
(e.g., ServiceNow, Remedy).
Familiarity with
software installation, patching, antivirus, and encryption tools
.
Basic knowledge of
network troubleshooting and printer configuration
.
Excellent
communication and customer service
skills.
Ability to handle
VIP users
with professionalism and urgency.
Strong analytical, coordination, and multitasking abilities.

Behavioral Competencies:

Customer-focused and proactive approach.
Strong ownership and accountability.
Excellent problem-solving and interpersonal skills.
Ability to work under pressure and in rotational shifts if required.
Commitment to confidentiality and compliance.

Education Experience:

Bachelor s degree / Diploma in Computer Science, IT, or related field.
2 5 years
of experience in a Technical Service Desk or IT Support role.
Certifications like
MCSA / ITIL Foundation / CompTIA A+ / N+
preferred.

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