Service Desk Technician
Service Desk Technician
Posted on :
22-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
22-08-2025
Job Description
Your mission
The Service Desk Technician role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background excellent problem-solving skills and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams ensuring timely resolution of complex issues.
Your profile
Your Profile as Service Desk Technician have a wide range of responsibilities which can include:
- Provide technical assistance to customers by diagnosing and resolving hardware software OS related M365 and basic network issues. Investigate problems thoroughly using available resources such as documentation knowledge bases and collaboration with other technical teams.
- Handle escalated tickets from Level 1 support ensuring prompt and effective resolution. Assess the severity of the issues prioritize accordingly and work diligently to find solutions within the stipulated timelines.
- Escalate unresolved issues to Level 3 or specialized teams as necessary.
- Collaborate with cross-functional teams such as NOC L1 wherever needed and ensure a seamless customer experience.
- Conduct root cause analysis for recurring issues and provide recommendations for resolution.
- Document resolutions and update knowledge base articles
- Configure install and troubleshoot hardware such as desktops laptops printers and peripherals.
- Manage software installations updates and troubleshooting.
- Assist with user account management (Active Directory email and other systems).
- Monitor system performance and report anomalies to the relevant teams.
- Assist in maintaining and updating IT inventory and asset management systems.
- Provide a high level of customer service to ensure user satisfaction.
- Communicate effectively with end-users through various channels including phone email chat keeping them informed of ticket progress and resolutions.
- Maintain accurate documentation of incidents solutions and processes. Contribute to the knowledge base and help create resources for support staff and customers.
- Ensure compliance with company IT policies and procedures.
- Bachelors degree in Computer Science Information Technology or a related field.
- 5 years of experience in Microsoft 365 administration or similar roles.
- Strong knowledge of Microsoft Office 365 applications and services.
- Expertisein managing Exchange Online SharePoint Online and Microsoft Teams.
- Experience with Active Directory (AD) Group Policy Management and Azure AD.
- Proficiencyin PowerShell scripting for automation and administration.
- Strong troubleshooting skills to resolve technical issues across platforms.
- MCSE: Productivity Certification.
- ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
- Experience with Azure Rights Management and mobile device management (MDM).
- Knowledge of compliance frameworks and data protection practices.
- Familiarity with Exchange ActiveSync and integration of mobile devices.
Why us
Work Environment and Benefits
- Location: Hyderabad (with flexibility for remote work).
- Learning and development opportunities with access to the latest technologies.
- Indian holiday calendar with 5 additional personal days off.
- Comprehensive leave policy including vacation sick leave maternity/paternity leave volunteer time off and more.
- Healthy work-life balance.
- Requires working in Eastern Time Zone (ET) - Miami Time
- Location: Hyderabad (with flexibility for remote work).
- Learning and development opportunities with access to the latest technologies.
- Indian holiday calendar with 5 additional personal days off.
- Comprehensive leave policy including vacation sick leave maternity/paternity leave volunteer time off and more.
- Healthy work-life balance.
- Requires working in Eastern Time Zone (ET) - Miami Time
About us
We are a team of seasoned engineers strategists and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.
Our global presence spans across multiple countries including The United States India The Philippines and the Netherlands. We have successfully provided our services in over 55 countries delivering exceptional solutions that are as smart as they are effective.
We understand the value of technology and how it can transform businesses. Thats why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.
Our global presence spans across multiple countries including The United States India The Philippines and the Netherlands. We have successfully provided our services in over 55 countries delivering exceptional solutions that are as smart as they are effective.
We understand the value of technology and how it can transform businesses. Thats why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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