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
- New-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.
- Identify recurring incidents and technical trends and escalate them to leadership for root-cause analysis and process improvement.
- Provide professional, patient, and customer-focused technical support in a quick-paced environment.

Required Qualifications
- Experience in a Help Desk, Service Desk, IT Support, or Technical Support role. Relevant internships may also be considered.
- Working knowledge of Windows and macOS operating systems.
- Hands-on knowledge of Microsoft 365 applications, including Outlook, Teams, and SharePoint.
- Basic understanding of networking concepts such as:

- DNS

- DHCP

- VPN

- Network connectivity troubleshooting
- Strong customer service orientation with excellent written and verbal communication skills.
- Ability to manage multiple tickets and competing priorities while meeting established SLA targets.
- Basic understanding of ITIL concepts, including Incident Management, Problem Management, and Request Management.
- High school diploma or equivalent required.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

📌 Face To Face interview _Service Desk Engineer_Aziro_Chennai (Chennai)
🏢 Aziro
📍 Chennai