Technical Support Help Desk

We are looking for an experienced Technical Service Desk Engineer with a minimum of 2 years of relevant experience. Interested candidates can apply directly by sending their updated resume to [email protected] Provide on-call, chat, and email support to employees across global locations (primarily US). - Handle inbound calls, manage emails, tickets, and chat-based queries simultaneously. - Perform incident logging, categorization, prioritization, assignment, coordination, and communication. - Troubleshoot issues related to: - Microsoft Outlook - Applications such as ION, ActiveXperts, WhatsUp Gold/Nagios, Commvault/Veeam Backup Tools - VPN, Network, Digital ID, Voicemail, BitLocker - Act as the primary point of contact for Active Directory (AD) issues including password resets and access management. - Assign user complaints to relevant resolver teams and update details in the helpdesk tool. - Maintain customer support documentation (Call Feedback Reports, Installation Reports, etc.) and ensure timely filing. - Provide 1st line support and troubleshooting for desktops, laptops, printers, and in-house applications. - Ensure all incidents and service requests are managed efficiently in line with ITIL principles. - Coordinate with application and infrastructure support teams for issue resolution. - Handle high-priority incident communication and notifications. - Manage and create Network Drives and Shared Folder Access. - Perform browser, wireless, and OS-level troubleshooting.Required Qualifications- Technical educational background (Diploma/Graduate in IT or related field).Required Skills- Strong communication and customer-handling skills. - Proficient in Excel and data handling. - Basic knowledge of troubleshooting hardware/software issues. - Good understanding of internet concepts and MS Office applications. - Experience working with ITSM tools - Ability to work in a 24/7 rotational environment.

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