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 current 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

📌 IT Support Engineer (Mumbai)
🏢 Mancraft Consulting
📍 Mumbai