Administrator (Support & Operations)

About the role

We are seeking an experienced customer-focused and technically proficient Service Desk Engineer 4 to 8 years’ experience to provide Level 1/Level 2 IT support for end users across the globe. The ideal candidate need to have strong troubleshooting skills, excellent communication abilities, and experience working in enterprise IT environments supporting Windows, Microsoft 365, mobile devices, and end-user computing services.

What you'll do

• Provide first-line and second-line IT support through phone, chat, email, and ITSM tools
• Serve as the Single Point of Contact (SPOC) for end-user incidents and service requests
• Diagnose and resolve issues related to: o Windows 10/11 and macOS o Microsoft 365 (Outlook, Teams, OneDrive
• Record, categorize, prioritize, and track incidents in ServiceNow or equivalent ITSM platform
• Ensure compliance with SLA and KPI targets

What you need

• 4–8 yrs of experience
• Active Directory
• Office 365
• Windows
• ITIL
• Intune
• Troubleshooting
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ServiceNow
• TCP/IP
• Azure
• iOS
• Network security
• Preventive maintenance