Desktop Support Engineer

About the Role

Thoughtsol Infotech Pvt. Ltd. is seeking a proactive and customer-focused Desktop Support Engineer for our US shift operations in Noida, India. This role is crucial as the first point of contact for all IT support needs within the organization. You will be responsible for delivering efficient and friendly technical assistance, adeptly handling initial support requests, diagnosing and resolving technical issues, managing basic IT incidents, and escalating complex problems to appropriate support tiers.

Key Responsibilities

• Technical Support

  • Promptly respond 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 accordance with defined Service Level Agreements (SLAs).
  • Escalate intricate issues to higher support tiers when necessary, ensuring seamless handoffs with comprehensive documentation.
  • Monitor and follow up on pending incidents, maintaining transparent communication with end-users.

• User Assistance

  • Guide end-users through straightforward technical procedures to resolve common problems.
  • Perform essential tasks such as password resets, account unlocks, and basic user account administration.
  • Educate users on essential best practices for security, software utilization, and IT policies.

• Systems Monitoring and Maintenance

  • Actively monitor system alerts and notifications, responding to critical issues or outages.
  • Execute routine maintenance tasks, including software updates and system checks.
  • Report recurring issues to Level 2 support or management for in-depth analysis.

Qualifications

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

Skills and Competencies

• Technical Skills: Proficient in basic Windows OS, Microsoft Office Suite, fundamental networking concepts, and hardware/software troubleshooting.
• Communication Skills: Excellent verbal and written communication abilities, with a strong customer-centric approach.
• Problem-Solving: Demonstrated ability to analyze and resolve basic IT challenges effectively.
• Time Management: Capable of managing multiple requests and prioritizing tasks efficiently.
• Teamwork: Strong interpersonal skills, fostering effective collaboration within the team.

Job Details

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

Walk-in Timing: 11:00 AM to 5:00 PM.