It Service desk

Job Title

IT Service Desk Support Engineer

Key Responsibilities

• Provide first-line IT support for users by troubleshooting hardware, software, network, and application-related issues.
• Manage local IT asset inventory, including laptops, peripherals, accessories, and related equipment.
• Coordinate laptop provisioning, imaging, deployment, and replacement activities.
• Assist with onboarding of new employees by configuring devices, accounts, and providing IT orientation and training.
• Deliver end-user training on IT tools, security best practices, and company technology standards.
• Monitor and resolve Service Desk tickets within agreed SLAs while maintaining high customer satisfaction.
• Coordinate with global IT teams to escalate and resolve complex technical issues.
• Support meeting room technology, printers, AV equipment, and office IT infrastructure.
• Maintain accurate documentation of IT assets, support procedures, and knowledge articles.
• Participate in IT projects and gradually take ownership of light engineering tasks as part of global IT initiatives.
• Ensure compliance with company security policies, software licensing, and IT governance standards.

Required Skills and Experience

The replacement resource should have experience in the following areas:

• Microsoft 365 administration and support.
• Hybrid and multi-cloud infrastructure environments.
• Identity, access, and permissions management.
• Strong understanding of security controls and change management.
• Palo Alto firewall knowledge or hands-on experience.
• General infrastructure engineering experience.
• Endpoint/laptop build and user onboarding support.
• Service desk support with the ability to handle hands-on local office needs.
• Ability to troubleshoot independently and escalate appropriately.
• Strong communication, documentation, and collaboration skills.

Desired Attributes

The client would prefer someone who is

• More senior, engineering-minded, not just task-oriented and mature in judgment.
• Independent and proactive comfortable working without heavy day-to-day supervision.
• Transparent when mistakes or issues occur.
• Able to lead with ideas and recommendations.
• Willing to perform both higher-level technical work and basic local support tasks.
• Comfortable in a growing, fast-paced environment where processes are still being matured.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• 11+ years of experience in an IT Service Desk, Desktop Support, or End User Support role.
• Strong knowledge of Windows operating systems and Microsoft 365 applications.
• Experience supporting laptops, desktops, printers, and peripheral devices.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), and basic networking concepts.
• Experience with ServiceNow, Jira Service Management, or similar ITSM tools.
• Familiarity with device imaging and deployment processes.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests in a fast-paced environment.

Preferred Skills

• Experience with Microsoft Intune or endpoint management solutions.
• Basic PowerShell scripting knowledge.
• Experience supporting hybrid or remote work environments.
• ITIL Foundation certification is preferred.
• Exposure to cloud technologies such as Microsoft Azure is an advantage.

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for worlds leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.

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For more information and other jobs available please contact our recruitment team at careers-india@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/.