Role & responsibilities

Key Responsibilities

- Provide L1 / L2 technical support to end users through voice calls, remote support, and ticketing systems.

- Diagnose and resolve desktop, laptop, printer, and peripheral issues.

- Troubleshoot Windows OS, Microsoft Office applications, and enterprise software.

- Support Active Directory tasks such as user account creation, password resets, and access management.

- Assist users with VPN, email configuration, and connectivity issues.

- Log, track, and manage incidents using ITSM / ticketing tools.

- Perform software installation, upgrades, and patch management.

- Coordinate with network, server, and application teams for issue escalation.

- Maintain documentation for troubleshooting steps and solutions.

- Ensure SLA adherence and high customer satisfaction.

Required Skills





- Good knowledge of Windows 10/11 troubleshooting.

- Experience with Microsoft Office 365 support.

- Basic understanding of Active Directory & user administration.

- Knowledge of network fundamentals (LAN, WAN, DNS, DHCP).

- Experience with remote support tools.

- Understanding of ticketing systems (ServiceNow / Remedy / Freshservice etc.).

- Solid communication skills for UK & US voice support.

Preferred candidate profile

- Diploma / Bachelors degree in IT, Computer Science, or related field.

- Certifications such as CompTIA A+, Microsoft certifications, or ITIL are a plus.

- Prior experience in international voice technical support preferred.

📌 Desktop Support Engineer (Client: Marks and Spencer) (Mumbai)
🏢 Communications Test Design
📍 Mumbai