Information Technology Support Engineer - India - Sitevis LTD

    Sitevis LTD
    Sitevis LTD India

    1 week ago

    Technology / Internet
    Description

    Job Summary

    We are looking for a proactive and customer-focused Desktop Support Engineer to provide remote technical support to end users across multiple locations in India. The ideal candidate will troubleshoot hardware, software, and network-related issues, ensuring minimal downtime and a high level of user satisfaction in a remote support environment.

    Key Responsibilities

    • Provide remote L1/L2 desktop support to end users via phone, email, chat, and remote tools
    • Diagnose and resolve hardware, software, OS, and application-related issues
    • Install, configure, and support Windows and macOS operating systems
    • Troubleshoot issues related to MS Office, Outlook, Teams, VPN, and enterprise applications
    • Manage user accounts, access, and permissions using Active Directory and Azure AD
    • Handle incidents, service requests, and changes using ITSM tools (ServiceNow, Jira, etc.)
    • Escalate complex issues to L3 teams and follow up until resolution
    • Maintain proper documentation, SOPs, and knowledge base articles
    • Ensure SLA compliance and high customer satisfaction

    Required Skills & Qualifications

    • Bachelor's degree or diploma in IT, Computer Science, or a related field
    • 2–4 years of experience in Desktop / IT Support or similar role
    • Strong knowledge of Windows OS, basic macOS, and desktop hardware
    • Hands-on experience with Active Directory, Office 365, and basic networking concepts
    • Experience with remote support tools (AnyDesk, TeamViewer, RDP, etc.)
    • Understanding of ITIL processes (Incident, Problem, Change Management)
    • Good communication skills and customer-service mindset
    • Ability to work independently in a remote setup

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Information technology support engineer