Desktop Support Engineer

We are seeking a motivated L1 Service Desk Engineer to join our IT support team at Thoughtsol Infotech Pvt. Ltd. in Delhi, India. This role is crucial as the first point of contact for all IT-related inquiries, ensuring efficient and courteous technical assistance for our organization. You will be responsible for managing initial support requests, diagnosing and resolving technical issues, and effectively escalating complex problems to higher support tiers.

Key Responsibilities

• Technical Support: Respond promptly to incoming service desk calls, emails, and tickets. Provide effective first-level support by troubleshooting and resolving hardware, software, and network-related issues.
• Incident Management: Identify, prioritize, and manage incidents in alignment with defined Service Level Agreements (SLAs). Escalate complex issues to higher support levels with clear documentation and ensure proper handoffs. Track and follow up on all outstanding incidents, maintaining consistent communication with end-users.
• User Assistance: Guide end-users through basic technical steps to resolve common problems. Perform essential user account management tasks such as password resets and account unlocks. Educate users on IT best practices, including security, software usage, and company IT policies.
• Systems Monitoring and Maintenance: Monitor system alerts and notifications, taking immediate action on critical issues or outages. Conduct routine maintenance tasks, including software updates and system checks. Report recurring issues to Level 2 support or management for further analysis and resolution.

Qualifications

• Education: Associate or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience: A minimum of 1+ years of experience in a help desk or technical support role.
• Certifications: ITIL Foundation, CompTIA A+, or Microsoft certifications are considered a strong advantage.

Skills and Competencies

• Technical Skills: Solid understanding of Windows Operating Systems, Microsoft Office Suite, fundamental networking concepts, and proficient troubleshooting of hardware and software issues.
• Communication Skills: Excellent verbal and written communication abilities with a strong customer-service orientation.
• Problem-Solving: Aptitude for analyzing and resolving basic IT challenges effectively.
• Time Management: Demonstrated ability to manage multiple requests simultaneously and prioritize tasks efficiently.
• Teamwork: Strong interpersonal skills, with the capability to collaborate effectively within a team environment.

Location: ATS Bouquet, 501, 5th Floor, Tower C, ATS Bouquet, Sector 132, Noida - 201308, Delhi, India.

Walk-in Interviews: Available between 11:00 AM and 5:00 PM.