Desktop Support Engineer

About the Role

Thoughtsol Infotech Pvt. Ltd. is seeking a dedicated L1 Service Desk Engineer in Noida, India, to join their IT support team. As the primary point of contact for IT assistance, you will be responsible for delivering prompt and helpful technical support to internal users. This role involves managing initial IT requests, diagnosing and resolving common technical issues, and effectively escalating more complex problems to specialized teams.

Key Responsibilities

• Technical Support: Respond to incoming service desk requests via calls, emails, and tickets. Provide first-level troubleshooting and resolution for hardware, software, and network-related issues.
• Incident Management: Identify, prioritize, and manage IT incidents in line with defined Service Level Agreements (SLAs). Escalate intricate issues to higher support tiers with clear documentation and ensure smooth handoffs. Maintain ongoing communication with end-users regarding their open incidents.
• User Assistance: Guide end-users through step-by-step technical solutions for common problems. Perform essential user account management tasks such as password resets and account unlocks. Educate users on IT best practices, including security protocols and software usage.
• Systems Monitoring and Maintenance: Monitor system alerts and notifications, promptly addressing critical issues or outages. Conduct routine maintenance activities, including software updates and system checks. Report any recurring problems to Level 2 support or management for in-depth analysis.

Qualifications

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

Skills and Competencies

• Technical Skills: Fundamental knowledge of Windows Operating Systems, Microsoft Office Suite, basic networking concepts, and hardware/software troubleshooting.
• Communication Skills: Excellent verbal and written communication abilities, with a strong focus on customer service.
• Problem-Solving: Aptitude for analyzing and resolving basic IT issues effectively.
• Time Management: Ability to manage multiple tasks and prioritize workload efficiently.
• Teamwork: Strong interpersonal skills and the capacity to collaborate effectively within a team.

Location and Walk-in Details

Address: ATS Bouquet, 501, 5th Floor, Tower C, ATS Bouquet, Sector 132, Noida, Uttar Pradesh, 201308, India.

Walk-in Dates: May 26, 2025, to May 30, 2025.

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