Desktop Support Engineer

Desktop Support Engineer - Noida, India (US Shift)

Thoughtsol Infotech Pvt. Ltd. is seeking a motivated Desktop Support Engineer with 1-3 years of experience to join our team in Noida, India. This permanent position operates on a US shift schedule.

Job Summary:

As an L1 Service Desk Engineer, you will be the primary point of contact for IT support, providing efficient and courteous technical assistance. Your role will involve managing 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 with clear documentation and proper handoff.
• Track and follow up on outstanding incidents, maintaining 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 IT best practices, including security, software usage, and company policies.

Systems Monitoring and Maintenance:

• Monitor system alerts and notifications, addressing 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 for effective collaboration 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