Senior Servicedesk Engineer - Technical Support and Escalation

About the role

This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams. The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues.

What you'll do

• Act as the primary escalation point for technical queries ranging from 1st to 3rd line support
• Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues
• Maintain detailed records of all interactions, actions, and resolutions in the ticketing system
• Ensure accurate logging of time and notes against each client query
• Collaborate with other IT support teams to ensure a cohesive support experience

What you need

• 3–6 yrs of experience
• Office 365
• Windows
• Azure
• Terraform
• Ticketing tools
• Troubleshooting
• B.Sc or B.Tech or B.E. or BCA

Good to have

• Lean