Position Overview

We are seeking a skilled and customer-focused IT Service Desk / Technical Support Engineer to provide first-line technical support to employees through phone, chat, email, and ServiceNow. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and hands-on experience with IT service management, Microsoft 365, Windows/macOS, identity and access management, and endpoint support.

Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, chat, email, and ServiceNow.
- Log, categorize, prioritize, and manage incidents and service requests in ServiceNow.
- Accurately document issue details, troubleshooting steps, resolutions, and user communication.
- Troubleshoot and resolve common issues related to:
- Windows and macOS operating systems
- Microsoft 365 applications, including Outlook, Teams, and SharePoint
- VPN and basic network connectivity
- MFA and authentication
- Printers and peripheral devices
- Mobile device access
- Perform account and access management activities, including:




- Password resets
- Account provisioning and deprovisioning
- Group membership and access requests
- User administration through Okta and Active Directory
- Support hardware lifecycle activities, including:
- Laptop imaging and deployment
- Asset tagging and inventory
- Equipment allocation and returns
- Recent-hire, transfer, and offboarding support
- Escalate unresolved or complex technical issues to Tier 2/3 teams or appropriate subject-matter experts with complete and accurate handoff notes.
- Meet or exceed defined SLA, response-time, resolution-time, and CSAT targets.
- Create, maintain, and update internal IT knowledge-base articles and troubleshooting documentation.
- Support employee onboarding and offboarding activities.
- Provide basic support for conference room, AV, and collaboration technologies.
- Perform basic network troubleshooting involving DNS, DHCP, VPN, and connectivity issues

📌 Face To Face interview _Service Desk Engineer_Aziro_Pune (Pune)
🏢 Aziro
📍 Pune