Requirement DetailsPrimary Location: Noida , ChennaiPosition Overview (Job Summary):Support Engineer will handle escalated technical issues primarily through voice-based international support. The role involves managing high-volume inbound calls, resolving incidents within defined SLAs, troubleshooting Outlook, VPN, Citrix, and VDI issues, and providing advanced support across MS Office/Office 365. The position requires strong technical, communication, and customer service skills while working in 24x7 rotational shifts.Primary Skills:Experience in International Voice Support / Service Desk (Voice-based)Proficiency in ticketing tools (preferably ServiceNow)Strong troubleshooting skills in: OutlookVPNCitrixVDIAdvanced knowledge of MS Office and Office 365Incident management & SLA adherenceSecondary Skills:Basic network troubleshootingRemote desktop supportUser account managementKnowledge of PC-based software configurationExperience handling multi-channel support (phone, email, chat)Experience:1-3 YearsRole and ResponsibilitiesA. Key Responsibilities:Manage and resolve escalated calls from L1 supportHandle approx. 90% inbound user calls dailyTroubleshoot and resolve technical issues through user interaction, log analysis, and researchProvide Level 1 remote desktop supportManage user accounts and escalate complex issues to relevant teamsResolve Outlook, VPN, Citrix, and VDI-related incidentsEnsure all incidents are handled within SLA timelinesAssign tickets to appropriate resolver teams and follow up until closureRespond to queries via phone, email, IM, and ticketing toolsMaintain accurate logs and compliance standardsDrive CSAT through effective resolutions and reduced AHT/reopen ratesB. Additional Responsibilities:Assist in user training or documentation of training proceduresEvaluate and configure PC-based applications (Word, Excel, email clients, etc.)Troubleshoot client-side software issues and basic connectivity problemsFollow escalation protocols and queue management best practicesAdhere to quality standards (voice, accent, technical monitoring) and company policiesEducational Qualification:Any Graduation
Job Title
Service Desk Specialist