Primary Skill

- Windows 10/11 troubleshooting

- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) support

- Active Directory (user administration, password resets, group management)

- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)

- Hardware troubleshooting for laptops, desktops, printers, and mobile devices

- Remote support tools usage (SCCM, TeamViewer, etc.)

- Incident, Request, and Problem Management fundamentals

- Knowledge of ServiceNow- ITSM platforms

- User account provisioning and deprovisioning

- Software installation, configuration, and troubleshooting

- Ticket prioritization and SLA management

- Call handling and customer service skills

- Documentation and knowledge article creation

- Escalation management

- Root cause identification for recurring issues

- Shift handover and operational reporting

Secondary Skill

- Azure Active Directory / Entra ID

- Intune and Endpoint Management





- VDI technologies (Citrix, VMware Horizon, AVD)

- PowerShell scripting and automation

- Basic Linux administration

- Cloud platforms (Azure, AWS)

- Endpoint security tools (CrowdStrike, Defender, SentinelOne)

- Email security and spam filtering solutions

- Network monitoring tools (SolarWinds, ThousandEyes)

- SCCM/MECM administration

- Problem Management

- Change Management

- Knowledge Management

- Major Incident Management support

- Service Reporting and Dashboarding

Preferred Certificates

- ITIL Foundation

- Microsoft Certified: Contemporary Desktop Administrator

- Microsoft 365 Fundamentals (MS-900)

- Azure Fundamentals (AZ-900)

- CompTIA A+

- CompTIA Network+

- HDI Support Center Analyst

📌 Service Desk Engineer / Service Desk Operations Engineer / IT Servi (Chennai)
🏢 Elabs Infotech
📍 Chennai