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Information Technology
181241 Requisition #

JOB ROLE: Service Desk Engineer: Windows and processes Support (Shift Job)

As a service desk Engineer you will act as first point of contact for Windows support

The primary objective of the role is to provide first time resolution.  This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact.

This is a demanding support position which calls for excellent customer service skill, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge of Windows and related services


·         Dealing with incoming faults in a professional, courteous manner over the phone and Service now Tickets

·         Taking ownership of faults and managing them in a logical and methodical manner

·         Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

·         Conducting full and through diagnostics with end users to enable first point of contact fault resolution

·         Ensuring all faults are progressed & cleared within SLA – escalating to other internal teams as appropriate

·         Proactively keeping the customer informed of progress

·         Diagnosing and resolving problems to the customers satisfaction

·         Maintain and develop own knowledge and skills to assist with first time fault resolution

·         Identify and escalate repeat issues or service risks into service management teams

·         Sharing knowledge with team colleagues


Skills and Experience

·         Outlook Client Support, MS Windows, Office and other MS Client Application Support

·         Service Now Ticketing Tool knowledge on Incident, Request, Problem, Knowledge & Change Management

·         With added advantage with knowledge of Six Sigma, project management, reporting benchmarks   

·         Reporting the KPIs using Service Now Performance Analytics & define operational excellence initiates

·         Proficient in Microsoft OS. In-Depth knowledge of Active Directory and DNS structure

·         Strong in File and Print Server Management; Knowledge in Windows Security; experienced in

Antivirus products

·         Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup

·         Working knowledge of enterprise tools and applications ex. VPN tools, Antivirus tools

·         Installation, configuration, troubleshooting and customization of MS Office 365 and Office Suite applications per customer's preferences

·         Working knowledge of outlook and Exchange server



Experience 3-6 years

Qualification: B.E./MCA/BCA/BSc/Diploma comp.

Certification: MCSE, ITIL, RHCE

Qualification: B.E./MCA/BCA/BSc/Diploma comp

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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