Role & responsibilities

- Voice Support &
- Email technical Support to ensure closure as per ITIL Incident Management process

- Follow-up/ update ticket for every call to ensure timely closure

- Call ownership, drive to resolution and communication with customer

- Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey

- Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers

- Proactive monitoring &

- Perform documented Escalation process

- Troubleshooting on Application Support (Off Shelf or Customized)

- MFDs Troubleshooting on Printers &

- Troubleshooting on VPN software and Collaboration tools

- Troubleshooting on Password Reset tools and Remote-Control tools

- Troubleshooting of MS Windows &

- Office, Desktops, Laptops, iPad Peripherals and Networking

- Troubleshooting Application and Workplace IT &

- Communications &
- Collaboration Support (including IP Telephony)





- Interaction with internal and external stakeholders

- Keep Users regularly updated with Alerts advising of any recent or changed information

- Be willing to take on additional responsibilities and learning opportunities as they come up

Preferred candidate profile

- Windows &
- Macintosh Operating systems Troubleshooting

- Experience with Active Directory, Azure, Office365, VPN, MFA, RDP

- Experience with remote tools - LMI and BeyondTrust

- Experience with ServiceNow

- Hands on experience in troubleshooting Printers and Multi-Function Devices (MFD)

- 2+ years of technical support experience with an IT Service Desk or Application Support

- Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills

- Excellent written, oral and verbal communication skills in English

📌 Service Desk Engineer/ Help Desk Engineer (Bengaluru)
🏢 LOTUSVERSE
📍 Bengaluru