Job Description:

IT Support Engineer – ServiceDesk Engineer

- Excellent communication skills,
- Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
- Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
- Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
- Must be an expert with common Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities
- Answer incoming calls and respond to customer's emails in timely manner.
- Manage and resolve customer complaints.
- Identify and escalate issues to supervisors or System Admins as and when needed.
- Provide product and service information to customers.
- Research required information using available resources and Offer Solution to customers.
- Research, identify, and resolve customer complaints using applicable software.
- Route calls and tickets to appropriate resources and Domains who can best support the user,
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Create SOPs for new Issues and resolution given.
- Complete call logs and reports.
- Installing and maintaining hardware and computer peripherals.
- Sharing file/folder and printers.
- Ability to solve complex hardware and software issues.
- Troubleshooting basic networking and connection issues.
- Good understanding of network equipment, including switches, routers, and firewalls.
- Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP
- Good knowledge of Helpdesk and Ticketing systems.
- Handled Tickets through professional IT Service Management solution.
- Raise ticket with OEM for faulty asset replacement.
- Must have experience with process-oriented user onboarding & offboarding requests.
- Must be familiar with concepts of SLA's & work to ensure all SLA's are met.

Qualifications:

- Education:



Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
- Experience: 10 + years of experience in IT engineering, IT Support or System Engineering role.

Technical Skills:

- Proficiency in supporting Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities.
- Strong understanding of M365 & Entra ID, along with MS Intune
- Strong troubleshooting skills to support Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
- Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, VPNs).
- Experience with support File & Printer Sharing related scenarios.
- Must have strong experience using troubleshooting tools like (Ping, Telnet, TraceRt)
- Must have experience with deployment tools like Intune, SCCM or other 3rd party management tools.
- Experience with troubleshooting network related issues with local connectivity, Wi-Fi connectivity, VPN connectivity.
- Solid understanding of Domain related environments & must understand how domain membership works where machines are Domian Joined, Cloud Joined or Hybrid Entra ID Joined
- Problem-Solving: Excellent diagnosis, analytical and troubleshooting skills with a proactive approach to identifying and resolving issues.

Working Conditions:

- Full-time position with occasional after-hours support for critical issues or scheduled maintenance.
- Work timings will be shift based in a fast-paced 24x7 support environment.

Must Have Skills & Certifications

Skills: Office Desktop Software/Application/Tools including Microsoft Windows Desktop operating systems, Office 365, Emailing, Antivirus and securities, Microsoft 365, MS Intune, AD, DNS, DHCP, TCP, VPN, File & Printer Sharing, Troubleshooting tools (Ping, TraceRt, Telnet etc), User Onboarding & offboarding, Knowledge of ITSM systems

Certifications: MCSA/MCSE, ITIL

Good to Have Skills & Certifications

Skills: Windows Servers, Cloud (Azure, AWS, GCP), Citrix, SCCM

Certifications: CCNA, CCNP, MCTIP, CompTIA Networking +

📌 IT Support Engineer - Service Desk Engineer (Bengaluru)
🏢 Mancraft Consulting
📍 Bengaluru