Associate II - Cloud Infrastructure Services

Job Description – Service Desk Engineer ________________________________________ Job Summary A proactive and customer-oriented Service Desk Engineer to provide first-level IT support to end users across the organization. The role involves handling incidents and service requests, troubleshooting technical issues, ensuring timely resolution within SLAs, and delivering excellent customer service through various support channels such as phone, email, chat, and ticketing systems. ________________________________________ Key Responsibilities • Act as the first point of contact for IT-related issues and service requests. • Log, categorize, prioritize, and track tickets using ITSM tools such as , , or . • Provide remote troubleshooting support for: o Windows/Mac systems o Microsoft 365 applications o Email and Outlook issues o VPN and connectivity issues o Password resets and account management o Printers and peripheral devices • Escalate unresolved incidents to L2/L3 support teams as per escalation matrix. • Follow standard operating procedures (SOPs), knowledge articles, and ITIL processes. • Monitor ticket queues and ensure SLA/OLA compliance. • Communicate regularly with users regarding ticket status and resolution updates. • Support user onboarding/offboarding activities. • Create and update knowledge base articles for recurring issues. • Participate in shift handovers and operational reviews. ________________________________________ Required Skills • Good understanding of: o Windows 10/11 operating systems o Microsoft Office/Microsoft 365 o Active Directory o Networking basics (LAN/WAN/VPN/Wi-Fi) o Remote support tools • Familiarity with ticketing and incident management tools • Basic understanding of disk encryption, antivirus & endpoint management tools • Excellent verbal and written communication skills • Strong customer service skills • Analytical and troubleshooting abilities • Good documentation and reporting skills • Team collaboration and coordination ________________________________________ Qualifications • Bachelor’s degree/diploma in IT, Computer Science, or related field • 0–4 years of experience in Service Desk or IT Support • ITIL Foundation certification preferred ________________________________________ Work Environment • 24x7 rotational shift environment (if applicable) • Hybrid/onsite/remote support model • Collaboration with cross-functional IT teams and vendors