Technical Support Help Desk

As a Technical Service Desk Engineer at our company, your role will involve providing support to employees across global locations, primarily in the US. Your responsibilities will include: - Providing on-call, chat, and email support to employees. - Handling inbound calls, managing emails, tickets, and chat-based queries simultaneously. - Performing incident logging, categorization, prioritization, assignment, coordination, and communication. - Troubleshooting issues related to Microsoft Outlook, various applications, VPN, network, digital ID, voicemail, BitLocker, and acting as the primary point of contact for Active Directory (AD) issues. - Assigning user complaints to relevant resolver teams and updating details in the helpdesk tool. - Maintaining customer support documentation and ensuring timely filing. - Providing 1st line support and troubleshooting for desktops, laptops, printers, and in-house applications. - Ensuring all incidents and service requests are managed efficiently in line with ITIL principles. - Coordinating with application and infrastructure support teams for issue resolution. - Handling high-priority incident communication and notifications. - Managing and creating Network Drives and Shared Folder Access. - Performing browser, wireless, and OS-level troubleshooting. Qualifications Required: - Technical educational background (Diploma/Graduate in IT or related field). Skills Required: - Strong communication and customer-handling skills. - Proficient in Excel and data handling. - Basic knowledge of troubleshooting hardware/software issues. - Good understanding of internet concepts and MS Office applications. - Experience working with ITSM tools. - Ability to work in a 24/7 rotational environment. If you think you meet the qualifications and skills required for this role, please apply by sending your updated resume to rekha.srikumar@locuz.com.,