Key Responsibilities

- Provide first-level technical support (L1) to end users via phone, email, or chat
- Diagnose and resolve hardware, software, and network issues
- Log, track, and update incidents using ticketing tools (ServiceNow / Remedy / Jira)

- Troubleshoot issues related to
- Windows OS / basic Linux

- MS Office / O365
- VPN, printers, email issues
- Follow ITIL processes for incident, problem, and request management
- Escalate unresolved issues to L2/L3 teams
- Ensure SLA compliance and customer satisfaction
- Maintain documentation and knowledge base articles

Required Skills

- Strong understanding of desktop troubleshooting

- Good knowledge of

- Windows OS (Win 10/11)
- MS Outlook, Teams, Office 365
- Basic networking concepts (IP, DNS, DHCP)
- Experience with remote support tools

- Familiarity with ticketing systems

Soft Skills

- Excellent communication skills (mandatory)
- Strong customer handling skills
- Ability to work in rotational shifts
- Problem-solving mindset

Positive to Have

- ITIL certification (Foundation)
- Basic knowledge of Active Directory (user creation, password reset)
- Exposure to cloud tools (Azure/O365 Admin basics)

📌 Service Desk Engineer (Lucknow)
🏢 HCLTech
📍 Lucknow