Desktop Support Engineer
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Thoughtsol Infotech Pvt. Ltd. in Noida, India is seeking a Desktop Support Engineer with 1-3 years of experience for a permanent, full-time position. This role operates on a US Shift schedule.
Job Summary
The L1 Service Desk Engineer is the primary point of contact for IT support within the organization. This role is crucial for providing efficient and courteous technical assistance, handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support tiers.
Key Responsibilities
Technical Support
- Respond promptly to incoming service desk calls, emails, and tickets.
- Provide first-level support by troubleshooting and resolving hardware, software, and network-related issues.
Incident Management
- Identify, prioritize, and manage incidents according to defined Service Level Agreements (SLAs).
- Escalate complex issues to higher support levels when necessary, ensuring proper handoff with clear documentation.
- Track and follow up on outstanding incidents, maintaining consistent communication with end-users.
User Assistance
- Guide end-users through basic technical steps to resolve common issues.
- Perform password resets, account unlocks, and basic user account management.
- Educate users on best practices for security, software usage, and IT policies.
Systems Monitoring and Maintenance
- Monitor system alerts and notifications, taking appropriate action on critical issues or outages.
- Perform routine maintenance tasks such as software updates and system checks.
- Report recurring issues to Level 2 support or management for further investigation.
Qualifications
Education: Associate or bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Certifications: ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.
Experience: 1+ years of experience in a help desk or technical support role.
Skills and Competencies
Technical Skills: Basic knowledge of Windows OS, Microsoft Office Suite, network fundamentals, and troubleshooting hardware/software issues.
Communication Skills: Strong verbal and written communication skills with a customer-oriented approach.
Problem-Solving: Ability to analyze and troubleshoot basic IT issues effectively.
Time Management: Capable of handling multiple requests and prioritizing tasks efficiently.
Teamwork: Strong interpersonal skills and the ability to collaborate effectively with team members.
Location: ATS Bouquet, 501, 5th Floor, Tower C, ATS Bouquet, Sector 132, Noida 201308, India.Walk-in Timing: 11:00 AM - 5:00 PM
Company
