Job highlights

- 3+ years IT Service Desk/Application Support experience with expertise in Windows/Mac troubleshooting, Active Directory, Azure, VPN, ServiceNow, and mandatory MCSA/MCSE, CCNA, ITIL, or CompTIA A+ certifications

- Provide voice and technical support following ITIL Incident Management, troubleshoot applications, printers, VPN, collaboration tools, and coordinate with vendors and stakeholders

Responsibilities

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

- Follow-up/ update ticket for every to ensure timely closure
- ownership, drive to resolution and communication with customer

- Perform Life Cycle of Incident Management Process, starting with Incident Logging to 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

Qualifications

- 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)

- 3 + 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

Shifts: 11:30 pm to 8:30 am, quarterly will change

Certifications

- MCSA or MCSE

- CCNA

- ITIL

- CompTIA A+

Certification is mandatory for this role.

📌 Service Desk Engineer (Kolkata)
🏢 Delight HR
📍 Kolkata