Technical support engineer

We're Hiring – Service Desk Agent (L1 /L2 Support)

Join our IT Support team and be the first point of contact for end users, delivering exceptional technical support and customer service across calls, emails, and chat channels. This role focuses on incident management, ticket resolution, Microsoft 365 support, and ensuring a seamless end-user experience.

Location: Chennai

Experience: 2–6 Years

Role: Service Desk Agent (L1/L2) Shift: Rotational Shifts

Responsibilities

Provide first-level IT support through phone, email, and chat. Log, categorize, prioritize, and resolve incidents and service requests. Troubleshoot Windows OS, desktops, laptops, printers, and software issues. Support Microsoft 365 applications including Outlook, Teams, and One Drive. Perform password resets, account unlocks, and basic Active Directory administration. Maintain accurate ticket documentation and meet SLA targets. Escalate unresolved issues to L2/L3 support teams. Contribute to knowledge base creation and process improvements.

Required Skills

2–4 years of experience in Service Desk, IT Support, Helpdesk, Technical Support. Strong knowledge of Windows Operating Systems. Hands-on experience with Microsoft 365 (Outlook, Teams, One Drive). Experience with ticketing tools such as Service Now, Jira, Remedy, Freshservice, or similar ITSM platforms. Basic Active Directory user administration. Good troubleshooting and analytical skills. Excellent verbal and written communication skills in English.

Preferred Skills

Exchange Online support. VPN troubleshooting. ITIL Foundatin knowledge. Experience working in a 24x7 support environment.

Qualification

Bachelor's Degree or Diploma in IT, Computer Science, or related. Relevant Service Desk or Technical Support experience preferred